C004373 Senior Technician CSD (NS) - FRI 17 Oct at EMW, Inc.

Mons, Wallonia, Belgium -

Full Time

Start Date

Immediate

Expiry Date

01 Jan, 26

Salary

0.0

Posted On

03 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

End User Support, Incident Management, ITSM Tools, MS Windows 10, MS Office, VPN Access, Active Directory, Network Technologies, Customer Focus, Interpersonal Skills, Troubleshooting, Service Desk Operations, Process Improvement, Documentation, Communication Skills, International Environment

Industry

Advertising Services

Description

Deadline Date: Friday 17 October 2025 Requirement: Senior Technician CSD Location: Mons, BE Full Time On-Site: Yes Time On-Site: 100% Total Scope of the request (hours): 350 Required Start Date: 24 November 2025 End Contract Date: 31 December 2025 Required Security Clearance: NATO SECRET Duties & Role: Under the direction of the ESOC Centralised Service Desk Section Head, but largely under own initiative, the incumbent will cover the following duties: Perform end-user support by providing timely and accurate IT Service Desk services such as incident management, problem escalation, remote assistance training and end-user guidance on NU. NR and NS network Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant second, line support in case of performance degradation or downtime Advise ITCS management on corrective action or procurement action required to correct detected weaknesses in system functionality Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct second-line support area and to facilitate a short time-to-fix period Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications including custom NATO software applications Support in planning and conducting exercises Perform level 1 service support either remotely or on site. Performs other duties as may be required. 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. 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 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. Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload. Prior experience of working in an international environment comprising both military and civilian elements; 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.

Responsibilities

The incumbent will provide end-user support through IT Service Desk services, including incident management and remote assistance. They will also monitor the incident management system and advise management on necessary corrective actions.