SKILL, KNOWLEDGE & EXPERIENCE:

• The candidate must have a currently active NATO SECRET security clearance.
• Prior experience in technical support and assistance for networking, WAN and voice systems.
• Very good understanding of telecommunications / network / information technology solutions & products.
• ITIL Foundation.
• At least 2 years’ experience with, and knowledge of LANs.
• Experience in VDI.
• Experience in VMware Aria Operations formally VROPS.
• Experience in service management (i.e. Incident, problem management, etc.) and customer support focused approach in a control centre environment and experience in management and use of related toolsets (e.g. ITSM).
• Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements.
• Language Proficiency: A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable. NOTE: Most of the work of NCIA is conducted in the English language.

Desirable Experience and Education:

• Strong analytical, organization, multitasking and prioritization skills;
• Previous experience working in a NOC / SOC.
• CCNA certified.
• Experience with monitoring and management tools, such as SPECTRUM, Zabbix, SCOM.
• Prior experience of working in an international environment comprising both military and civilian elements.

Under the direction of ESOC IT Ops Coord Section Head, the incumbent will perform duties such as the following:

• Supporting all areas of the ESOC, as part of a functional team.
• Supporting Incident Management process, dispatching incidents to the relevant technical elements for resolution and performing operational impact assessment determining services affected and users impacted.
• Providing technical level 1 support and assistance for Local Area Network (LAN)/Virtual Desktop Infrastructure (VDI)/Datacenter Management.
• Monitoring, controlling and conducting troubleshooting of all data systems and services in support of all NCIA customers and NATO missions.
• Administrates data and services monitoring and control platforms for optimum performance for use by the ESOC personnel.
• Assists in the direction and co-ordination of corrective action to regional and other control activities in the event of failure or degradation in any of the networks and services.
• Utilizes automatic data processing devices and tools within the ESOC and uses all available centralized service management tools to restore all services availability and quality at the agreed levels.
• Follows senior guidance and established processes, cooperating when requested, to its development and improvement.
• Responsible for coordination with internal and external entities to restore networks and communication services.
• Propose, prepare, verify, and maintain services and systems documentation, to include; operational advice notices and level 1 documentation, accounting for interface standards and procedures.
• If required, work in a shift pattern to provide 24/7 coverage.
• Work on own initiative with limited supervision.
• Working and training with other service lines.
• Perform other duties as may be required.