[4438] Senior Technician CSD

Start date: October 14th 2024 at the earliest
Clearance: NATO Secret
Location: Mons, Belgium

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher Secondary education or completed higher vocational training in a related field leading to a formal technical or professional certification with 3 years related experience.
• Minimum 1-year experience in Service Desk Operations within the last three years.
• Experience in end user support in general.
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload.
• Experience in performing user administration in MS Active Directory and Exchange.
• Knowledge of Outlook configuration, administration, and troubleshooting in an MS exchange environment.
• At least 1 year of recent experience, related to IT Service Desk functions;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of service operations, processes, service delivery, reporting, and continuous improvement;
• Extensive experience in end user support in general;
• Experienced in usage of ITSM tools such as BMC Remedy, Jira, Service Now, etc.;
• Knowledge of, and experience in, installation, maintenance and troubleshooting of MS Windows 10 , MS Office, Visio, Microsoft Edge;
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);
• Experience of Outlook configuration, administration, and Skill, Knowledge & Experience: troubleshooting in MS Active Directory and Exchange;
• Good knowledge of network technologies including VPN, WiFi networks and mobile data communications;
• Knowledge to create workflows, process flows and Knowledge Base documentations periodically. Establish regular checks and ensure to update them before expiration;
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload;
• Good written and verbal communication skills with the ability to present complex issues in a clear manner to different levels of audience.

Desirable Experience and Education:

• Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network;
• Security, SCCM software deployment, SCCM remote desktop management;
• ITIL Foundation;
• Competency in call centre tracking tools;
• Prior experience supporting customers in use of application software;
• Proficiency in using support software tools;
• Customer service orientation and/or prior customer service training;
• Strong experience with automating IT tasks and processes and procedures;
• Knowledge of the NCIA;
• General knowledge of NATO responsibilities and organization.