About this job

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

Responsibilities

• 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

Profile

• 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