Senior Technician (Service Desk) (NATO-NCIA)

Brussels, Belgium, Sapienza Consulting [C002128]

Field(s) of expertise
Information Technology
Job type

About this job

Sapienza Consulting, a tpgroup company, is recruiting a Senior Technician to join NATO – NCIA in Brussels, Belgium.


  • Provide 1st level ICT support to users via available communication channels: telephone, Service Management systems, email or walk-in KIOSK
  • First Contact Resolution (1st line resolution)
  • Troubleshoot and resolve software and hardware issues in a broad range of IT products and services including (but not limited to):
    • Laptops and desktops: VPN connectivity, Microsoft products, Business Applications
    • Mobile devices (phones & tables): MDM platforms, work environment applications, enrolment and configuration of devices
    • User Access Management
  • Management of Service Management tickets
    • Incident Management
    • Service Request Management
  • Coordinates and conducts work to meet quality targets
  • Able to work with limited supervision
  • Perform other duties as may be required


  • A currently active NATO Secret Security Clearance is required for this role
  • Relevant Service Desk 1st level support experience is a must
  • Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience
  • Extensive knowledge of Microsoft desktop applications and OS
  • Extensive knowledge of Service Desk ticketing tools (BMC Remedy)
  • Extensive knowledge of VPN software and VPN troubleshooting
  • Minimal Mobile Device Management (MDM) knowledge required


Competencies or Personal Attributes:

  • Relating and Networking – Easily establishes good relationships with users and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others
  • Delivering Results and Meeting Customer Expectations – Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals
  • Adapting and Responding to Change – Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences
  • Communication Skills – Good diplomacy and tact
  • Language Skills – NATO HQ official languages are English and French. Required is:
    • A thorough knowledge of one of the two NATO HQ official languages, both written and spoken
    • A good working knowledge (spoken) of the other NATO official language

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