Senior ICT Systems Ops Technician - NATO SECRET

Park Lane Recruitment; Oban; On-site; GBP 52,000 - 67,000; Full time

Job summary

Park Lane Recruitment seeks a Senior Technician for ICT Systems Operations and Maintenance in Norfolk, VA. You will install and maintain CIS assets, manage software on workstations, and provide Level 1 support per SOP in a multinational environment.

You will escalate issues, maintain ticket records, and ensure asset accountability. A NATO SECRET clearance, English proficiency, and 3+ years in IT operations are required; exercises may extend hours.

Qualifications

• Currently active NATO SECRET clearance
• 3+ years LAN installation, operation and maintenance
• 3+ years Windows 11 administration
• COTS hardware installation (desktop/laptop/printers)
• Service Desk management incl. incident/problem/change
• Experience with ITSM ticketing systems
• A+ fundamentals preferred
• ITIL foundational certification preferred
• Good communication skills
• Ability to lift up to 25lbs and perform desk installations
• English language proficiency required

Responsibilities

• Delivers first call resolution per SOP
• Provides Level 1 forward support for incidents and requests
• Escalates incidents to Level 2 as necessary
• Installs and maintains CIS assets for CSU Norfolk and supported customers
• Installs and maintains software on workstations
• Records actions in the ticket management system
• Adheres to TAC Standards of Work
• Provides status updates in the ticket system
• Follows up with users before closing tickets
• Contributes to accountability of CIS assets
• Escalates complaints to TAC Cell Head
• Executes pro-activeness for all requests in User Support
• Adheres to work schedule and engages with customers
• Handles multi-national environment with VIPs
• Exercises may require work outside normal hours

Skills

NATO SECRET clearance

LAN installation & maintenance

Windows 11 admin

COTS hardware installation

Service desk management

ITSM ticketing experience

ITIL Foundation (preferred)

Strong communication skills

English language proficiency

Physical work capability

Tools

ITSM ticketing system

Job description

Park Lane Recruitment seeks a Senior Technician for ICT Systems Operations and Maintenance in Norfolk, VA. You will install and maintain CIS assets, manage software on workstations, and provide Level 1 support per SOP in a multinational environment.

You will escalate issues, maintain ticket records, and ensure asset accountability. A NATO SECRET clearance, English proficiency, and 3+ years in IT operations are required; exercises may extend hours.