About this job

Sapienza Consulting is recruiting a Technician Operations and Maintenance to work at NATO-NCIA in Northwood.

It is a Fixed Term Contract until the end of December 2019.

Responsibilities

Under the direction of Head, Service Operation Branch:

• Provides level 1 support of end-user ICT assets in accordance with Agency processes and procedures;
• Records work in Service Management systems, records cause of failure, updates configuration control records and asset management records;
• Liaises with other sections within the CSU in order to fulfil the level 1 support of end-user ICT assets;
• Keeps Incident Manager appraised of any unexpected developments, including reasons why a particular incident cannot be resolved and forecast for resolution;
• Conducts equipment testing to and from the supply line, documents serviceability status, initiates Technical Assessment Reports in accordance with extant AD/SOI/SOPs;
• Contributes to the implementation of the Branch’s continual service improvement procedures and contributes to the NCI Agency continual service improvement process;
• Coordinates and conducts work to meet quality targets;
• Investigates and resolves technical issues in a systematic approach;
• Maintains sound knowledge on implemented technologies;
• Advises his/her superiors and recommends technical solutions;
• Conducts delivery of ICT equipment to end-users;
• Perform other duties within the NCI Agency’s area of business as may be required.

Profile

• Higher Secondary education or completed higher vocational training in a related field leading to a formal technical or professional certification;
• At least 5 years recent practical experience within a CIS Service Operations environment;
• At least 3 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 Intel x64 bit systems configuration and performance monitoring;
• Good working knowledge of TCP/IP Protocols and Standards;
• Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages).
• Must hold NATO Secret Security Clearance;
• Fluent in English; knowledge of another NATO member-state language is an asset.

Desirable:

• Knowledge of policy, procedures, and organisation of NATO CIS;
• Working knowledge of ITIL processes and procedures;
• Experience in working in a Service desk environment;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including Allied Command Operations and Allied Command Transformation;
• Courses:o Formal qualification in PC hardware repair and configuration;o Formal training in local area network.
• Candidates must be eligible to work in the EU