Senior Technician (ICT Systems)

Enterpryze Consulting Ltd; Pistoia; In loco; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

A leading consulting company is seeking a technical support professional with expertise in LAN/WAN technologies and Cisco products. The role involves troubleshooting and maintaining networks, ensuring service quality, and providing local intervention to meet SLA targets. Successful candidates will thrive under pressure and have practical experience in desktop operating systems and network equipment.

Competenze

• 2 years post-experience in CIS Service Operations.
• Detailed knowledge of LAN, WAN, router/switch networks.
• Recent experience in Windows configuration and troubleshooting.

Mansioni

• Execute assigned work orders under guidance to meet SLA targets.
• Install, configure, and maintain desktop services and VoIP.
• Perform incident management processes for end-users.

Conoscenze

Troubleshooting

Network Configuration

Technical Issue Resolution

Formazione

Higher vocational training in a relevant discipline

Secondary educational qualification

Strumenti

Cisco products

Windows Operating Systems

Descrizione del lavoro

• Higher vocational training in a relevant discipline with 2 years post-related experience, or a secondary educational qualification with 4 years post-related experience.
• Detailed knowledge of Local Area Network (LAN) and Wide Area Network (WAN) communications, router / switch based networks and routing protocols, with specific expertise on Cisco products and technologies.
• Ability to understand, assess and resolve technical issues in a trouble-shooting environment and under time pressure constraints.
• 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 and Microsoft Office applications.
• Recent working knowledge of TCP / IP Protocols and Standards.

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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