Senior Technician (User Support)

at  Enterpryze Consulting Ltd

ESSENTIAL QUALIFICATIONS/EXPERIENCE:

· Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience
· 2+ years recent practical experience within a CIS Service Operations environment
· 2+ years recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems
· 2+ years recent experience in PC Hardware Systems, with a good understanding of computer configuration and performance monitoring
· Recent working knowledge of TCP/IP Protocols and Standards
· Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages)

DESIRABLE QUALIFICATIONS/EXPERIENCE:

· Knowledge of policies, procedures, and organisation of NATO CIS
· Working knowledge of ITIL processes and procedures
· Experience in working in a Service desk environment
· Certification or qualification in PC hardware repair and configuration
· Formal training in local area network (LAN)
· Prior experience of working in an international environment comprising both military and civilian elements
· Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT)

· Executing assigned work orders, often under the direction and guidance of centralised services, to provide local intervention to assure SLA targets are sustained
· Providing superior customer service experience utilising effective communication techniques
· Install and configure Desktop Services
· Performing advanced analysis and troubleshooting of Desktop Services, in support of incident management processes
· Performing testing and evaluation of supported hardware and software (firmware and drivers)
· Monitoring and recommending changes in Desktop Service lifecycle configuration to enhance the customer experience
· Performing Incident Support Request lifecycle services affecting end-users (i.e. creating, reporting, tracking, resolving and closing Incidents)
· Support team members through collaborative actions to enhance the customer experience
· Perform corrective actions, under direction of the Branch Head, to support Problem Management
· Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment
· May be required to operate on a 24/7 shift/rotational basis
· Deputise for higher-grade staff if necessary
· Perform other duties within the NCI Agency’s area of business as may be required