C004292 Senior Support Technician (NS) - THU 10 Jul

Deadline Date: Thursday 10 July 2025

Requirement: Senior Support Technician

Location: Mons BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 700

Required Start Date: 18 August 2025

End Contract Date: 31 December 2025

Required Security Clearance: NATO SECRET

Duties and Role:

We are looking for a professional to provide all-round advanced technical support preferably with experience as system administrator database engineer change manager application support etc. This person must have a strong affinity with service support improvement professionalization efficiency and teamwork.

This post is part of the team that provides application support services at the highest advanced support level. The senior support technician provides application support but also works to improve how the services are delivered operated and maintained. Overall the team also consists of support engineers subject matter experts and software developers.

The incumbent will perform duties such as the following:

• Ensure that IT service management processes are executed in accordance with Agency policies and procedures.
• Conduct and support service operations in accordance with support agreements (SLA/OLA) and defined service priorities. This includes advanced technical support to incident and problem management to lower level resolution teams and formalizing support through standard operating procedures.
• Proactively share perspectives ideas experience and information relating to the technical support of assigned services such as through the maintenance of documentation known errors workarounds and delivering technical training.
• Identify service improvement opportunities propose and follow up on necessary changes.
• Support monitoring and reporting of the operational status of the assigned applications and responding to exceptions.
• Perform and coordinate packaging of applications for automatic deployment and virtual client environments.
• Participate in development building testing and deployment processes using relevant software engineering technologies methods and tools through the full software lifecycle.

Skill Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• The incumbent must have a minimum requirement of a Bachelors in computer science information and communication technology or closely related scientific or engineering discipline and 4 years post-related experience. Or exceptionally the lack of a Bachelors degree may be compensated by the demonstration of a candidates particular abilities or experience that is/are of interest to NCI Agency such as extensive and progressive expertise in duties related to the function of the post.

Must have demonstrable experience in the majority of the following areas:

Experience in conducting and improving service operations:

• Experience with operation administration and maintenance of client and server software applications as part of a team notably for Microsoft Windows.
• Experience providing direct support to users.
• Experience working with the Information Technology Infrastructure Library (ITIL) best practices notably for service operations.
• Experience with formalizing documenting and improving the efficiency of service operations processes including streamlining incident resolution problem management request templates etc.
• Experience with defining measuring and analyzing metrics application telemetry and Key Performance Indicators

Experience in conducting and improving services delivery:

• Experience with packaging applications for automated software deployment tools.
• Experience with packaging applications for virtual desktop infrastructure.
• Experience with scripting for application deployments notably PowerShell.
• Experience with containerization of applications.
• Troubleshooting and contributing to improvement of software applications:
• Experience using processes and toolchains for software development security and operations (DevSecOps).
• Experience with relational database operations and management.
• Experience with data and systems interoperability including testing and methodologies.

Required Experience:

Senior IC