Senior Technician CSD

at  Spektrum

Spektrum have a wide range of exciting opportunities in several global locations.
We are always looking to add great new talent to our team and look forward to hearing from you.
Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

WHO WE ARE SUPPORTING

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO’s member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO’s communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO’s military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO’s mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO’s information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO’s communication and information technology capabilities.

ESSENTIAL SKILLS AND EXPERIENCE

• 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.
• 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.

DESIRABLE SKILLS AND EXPERIENCE

• 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.

EDUCATION

• 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.

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