Senior Technician (ICT Systems)

Desirable Qualifications / Experience :

• Knowledge of policy, procedures, and organisation of NATO CIS.
• Experience in maintaining and operating NATO crypto equipment.
• Experience in working in a Service Desk environment.
• Certification or qualification in PC hardware repair and configuration.
• Formal training in Local Area Networks (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).

DUTIES / ROLE :

• Execute assigned work orders, often under the direction and guidance of centralised services, to provide local intervention to assure SLA targets are sustained.
• Install and configure Desktop Services.
• Install, operate, protect, maintain and support all local Voice and Data communication, Network, Audio / Video and VTC equipment.
• Install, operate and maintain Routing and Switching equipment, VoIP and VTC infrastructures and circuits.
• Perform advanced analysis and troubleshooting of Desktop, Communications and Network Services, in support of incident management processes.
• Perform testing and evaluation of supported hardware and software (firmware and drivers).
• Perform 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.
• Take part in a Duty Support Shift, which may operate on a 24 / 7 basis.
• Deputise for higher-grade staff, if necessary.
• Perform other duties within the NCI Agency's area of business as may be required.

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