Deadline Date: Thursday 01 August Requirement Title: Senior Technician (User Support) Location : Sigonella, ITALY Full time on-site: Yes Not to Exceed: 47 Euro Total Scope of the request (hours): 557 Required Start Date: 09-SEP-2024 End Contract Date: 30-DEC-2024 Required Security Clearance: NATO Secret Duties and Role: 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.
The employee may be required to operate on a 24/7 shift/rotational basis; Deputises for higher-grade staff if necessary; Perform other duties within the NCI Agency's area of business as may be required.
Requirements NATO Secret security clearance Higher vocational training in a relevant discipline with 2 years post-related experience.
Or a secondary educational qualification with 4 years post-related experience.
At least 2 years recent practical experience within a CIS Service Operations environment.
At least 2 years recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems.
At least 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 Experience and Education: 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).