Performance Technician Operations and Maintenance

Northwood, United Kingdom (UK), Sapienza Consulting [RFQ 3663-0]

Field(s) of expertise
Information Technology
Job type

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.


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.


  • 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.


  • 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

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