[6385] Senior CIS Technician

Start date: Negotiable
Clearance: NATO Secret
Location: Bydgoszcz, Kuyavian-Pomeranian Voivodeship, Poland

Duties & Role:
The Contractor shall deliver First and partially Second Line (L1/L2) CIS Support services to JATEC users under the management of the CSU Bydgoszcz SOB. The role focuses on first-line handling of user incidents and service requests, as well as the preparation, configuration, maintenance and lifecycle support of assigned end-user CIS equipment and associated operational activities.
The services shall encompass low-to-medium complexity technical tasks related to first-line user support and endpoint management, including workstation and laptop reimaging, configuration in accordance with approved NCIA baselines, execution of assigned updates and patching activities, and administration of user accounts and access rights. The Contractor shall ensure that all tasks are executed in compliance with NCIA policies, technical standards and operational procedures.

• Set up, reinstall and configure laptops using approved standard images.
• Configure basic device settings to ensure equipment is fully ready for end users.
• Monitor update status and resolve basic deployment failures.
• Perform regular configuration and compliance checks.
• Set up, wipe and reinstall iPhones, including configuration of basic settings to prepare devices for end users.
• Handle user account requests, including password resets and MFA resets based on approved requests.
• Ensure users can access required systems and services.
• Resolve incidents and provide support for the implementation and execution of standard pre-authorised requests and new change implementations.
• Provide first-line support for common IT issues, including login problems, software errors and connectivity issues.
• Escalate more complex technical issues when required.
• Perform routine system checks on assigned assets, including performance, connectivity and system status.
• Troubleshoot local printer, iPhone and laptop issues.
• Record all work performed, including installations, updates, fixes and deployments, in designated systems to ensure traceability and accountability.

Requirements:
• The candidate must have a currently active NATO SECRET security clearance.
• Proven experience in end-user IT support, including desktops, laptops and peripherals, within an enterprise or operational environment.
• Experience with device setup, reimaging and software installation.
• Hands-on experience providing user support and troubleshooting hardware, operating system and connectivity issues.
• Experience working with ticketing or service management systems, including logging and tracking tasks through ITSM platforms.
• Familiarity with working in structured environments and following procedures, processes, checklists and technical instructions.
• Good working knowledge of Windows operating systems, including installation, configuration and troubleshooting.
• Basic networking knowledge, including IP addressing, connectivity checks and Wi-Fi/LAN troubleshooting.
• Knowledge of standard office software and common enterprise tools.
• Basic understanding of IT security practices, including password handling, access control and safe use of devices.
• Ability to follow and develop documented procedures and technical instructions.
• Ability to prioritise and manage multiple tasks in a fast-paced environment.
• Good communication skills when interacting with users and team members.
• Ability to accurately record work performed through ticket updates, logs and checklists.
• Willingness and ability to work on-site and during extended hours when required, including exercises and events.
• English language proficiency at a minimum of STANAG 6001 Level 3, or equivalent CEFR B2/C1 level.

Desirable:
• Previous experience working in NATO or NCIA environments.
• Knowledge of ITIL practices.
• Practical experience working in a VDI-based environment.
• In-depth knowledge of Apple, VMware and Microsoft systems and tools.
• Experience in the installation, configuration, administration, maintenance and support of enterprise IT infrastructure, including servers, storage systems, virtualisation platforms and cloud services.
• Knowledge of Microsoft server technologies and core infrastructure services, including Active Directory, Group Policy, DNS, DHCP and identity and access management solutions.