IT Service Desk Technician

Spektrum supports apex purchasers (NATO UN EU and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services specialised aerospace and defence sales delivery and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATOs member countries and its partners. The agency was established in 2012 and is headquartered in Brussels Belgium.

The NCIA provides a wide range of services including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATOs communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATOs military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATOs mission to detect deny and defeat threats to its communication networks.
• Information Management: The NCIA manages NATOs information technology infrastructure including its databases applications and servers.

Overall the NCIA plays a critical role in ensuring the security and effectiveness of NATOs communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATOs principal C3 capability deliverer and CIS service provider. It provides maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV and when required stand together in the face of attack under Article V.

To provide these critical services in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorises: NATO International Civilians (NIC)s Military (Mil) and Interim Workforce Consultants (IWC)s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID C004304

Role Duties and Responsibilities

• Perform end-user support by providing timely and accurate IT Service Desk services such as incident management. Problem escalation remote assistance training and end-user guidance on NU. NR and NS network.
• Proactively monitor the IT Service Desk incident management system act on incidents and alert relevant second-line support in case of performance degradation or downtime.
• Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct second-line support area and to facilitate a short time-to-fix period.
• Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications including custom NATO software applications.
• Perform On-Call level 1 service support either remotely or on site.
• Performs other duties as may be required.
• The position includes nights and week end shifts

Essential Skills Experience and Certifications

• Minimum 1 year experience in Service Desk Operations within the last 2 years.
• Knowledge of and experience in NATO environment.
• Experience in installation maintenance and troubleshooting of MS Windows 10 MS Office Visio MS Project and web browsers (MS Edge Firefox ).
• Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment.
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access Notebooks Remote Access and WLAN).
• Usage of ITSM tools such as BMC Remedy JIRA...
• Experience in end user support in general.
• Customer focus and service orientation as well as highly effective
• interpersonal skills in dealing with demanding customers under high workload.
• Experience in performing user administration in MS Active
• Directory and Exchange

Working Location

• Mons Belgium

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance