Senior Technician (ICT Systems Operations, Administration and Maintenance) for NATO with security clearance

Would you like to join the leading international intergovernmental organization

We are seeking a dedicated and customer-focused Senior ICT Technician to join the User Support Section at CSU this frontline role you will be the face of IT support providing critical Level 1 and Level 2 technical assistance to a diverse multinational customer base including high-profile VIPs. You will be responsible for ensuring the smooth operation of computer systems resolving incidents efficiently and maintaining a high standard of customer service in a dynamic environment.

Responsibilities:

• Delivers first call resolution in accordance with Standard Operating Procedures (SOP);

• Performs Level 1 forward support for incidents and request fulfilment in accordance with applicable SOPs;

• Escalates incidents to Level 2 support as necessary;

• Installs and maintains CIS assets for CSU Norfolk and supported customers;

• Installs and maintains Software on LAN workstations;

• Records all actions pertaining to CIS support in the approved ticket management system;

• Adheres to Technical Assistance Center SOP;

• Provides status updates for assigned requests via the approved ticket management system;

• Follows-up with users on completed requests prior to closing associated tickets;

• Contributes to accountability of CIS assets;

• Escalates User Complaint Management and Problem

• Reports to TAC Cell Head;

• Executes pro-activeness for all requests assigned to User Support Section;

• Adheres to work schedule providing support by engaging directly with the customer.

Required qualifications and experience:

• Installation operation and maintenance of computer systems on local area networks (LAN);

• System administration and maintenance of computers running Microsoft Windows 10;

• Installation operation and maintenance of commercial off the shelf (COTS) equipment (i.e. desktop and laptop computers printers);

• Experience with ITSM ticket systems to track and close incidents request fulfilment (workorders) and changes monitoring progress and keeping users apprised of progress;

• A Fundamentals (Hardware / Software).

If youve read the description and feel this role is a great match wed love to hear from you! Click Apply for this job to be directed to a brief questionnaire. It should only take a few moments to complete and well be in touch promptly if your experience aligns with our needs.