About this job

Sapienza Consulting is recruiting Network Senior Technician to join NATO-NCIA, at Mons, Belgium

Responsibilities

Under guidance from SSC/NCC Head and functional teamhead, incumbent will perform duties such as following:

• Responsible for event and incident management for all telecommunication systems and services of NATO General Communications Systems to continuously sustain operations. Perform incidents dispatching to relevant technical elements for resolution and performing operational impact assessment determining services affected and users impacted. Ensure Incident Management is conducted in accordance with Incident Management Directives
• Monitor, control and conduct first and some second level of troubleshooting on all components from NCI Agency customers delivered services throughout NATO. Liaise and collaborate both internally to NCI Agency and externally with service providers is support of services delivery and system support. Supporting all functional areas of NCC, as part of a functional team or within plans section
• Utilizes automatic data processing devices and tools within Control Centre environment and uses all available centralized service management tools to restore the service availability and quality at agreed levels
• Follows senior guidance and established processes, cooperating when requested, to its development and improvement
• Assists in direction and co-ordination of corrective action to regional and other control activities in event of failure or degradation in any of networks
• Perform above mentioned duties also in support of NATO Force Structure (NFS) organizational elements, NATO operations as well as for training and exercises missions
• Work on own initiative with limited supervision, may assist others as required
• Ensure functional area is manned 24/7
• Coordinates and conducts own work to meet quality targets
• Supports resolution of technical issues in systematic approach
• Maintains sound knowledge on implemented technologies
• Seeks recommendations from his/ her superiors for technical solutions
• Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution
• Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures
• Provides superior customer service and responsiveness that inspires confidence with the customer
• Applies advanced problem solving skills and experiences in fault resolution
• Assists in creating and maintaining standard operating procedures, processes and support documentation
• Establishes strong working relations with customers and team members
• Monitors escalation processes to meet SLA, OLA and SSP compliance
• Perform any additional tasks as directed by the NCC Head

Profile

• Required Security Clearance: NATO Secret
• Higher Secondary education and completed higher vocational training leading to technical or professional certification with 3 years function related experience, or Secondary education and completed advanced vocational training leading to a professional qualification or professional accreditation with 2 years post related experience
• Good knowledge of Local Area Network/Wide Area Network (LAN/WAN), routers and switches and modern communications systems based on IP/MPLS
• Prior experience in technical support and assistance for networking, transmission systems and services
• Prior experience in technical support and assistance in one or more from following: networking, satellite communication, transmission and voice systems
• Very good understanding of telecommunications / network / information technology solutions & products
• Experience in service management (i.e. Incident, problem management, etc.) and customer support focused approach in control centre environment and experience in management and use of related toolsets
• Incumbent should have following training/certifications:
• ITIL Foundation V3
• IP routing & Switching
• Collaboration (Voice & VTC)
• Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements. Proven success as a operational team lead and mentor
• Strong analytical, organization, multitasking and prioritisation skills
• Prior experience of working in international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including Allied Command Operations and Allied Command Transformation
• Courses:
• IP Routing and switching certificates
• MPLS
• ITIL Foundation V3 certificate
• English: SLP 3322 (Listening, Speaking, Reading and Writing) – NOTE: work both oral and written in this post and in Headquarters as a whole is conducted mainly in English

Candidates must be eligible to work in the EU

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