About this job

Sapienza Consulting is recruiting a Senior Technician to join NATO – NCIA, at Mons, Wallonia, Belgium.

Responsibilities

• Perform end-user support by providing timely and accurate IT Service Desk services such as incident and request management
• Provides superior customer service and responsiveness that inspires confidence with the customer
• Applies advanced problem solving skills and experiences in problem fault resolution
• Utilises and maintains standard operating procedures, processes and support documentation
• Establishes strong working relations with customers and team members
• Validates and assures escalation processes are monitored for SLA compliance
• Night work on shift or extended working hours
• If required, work in a shift pattern to provide 24/7 coverage

Profile

• The candidate must have a currently active NATO SECRET security clearance
• Minimum 1 year experience in Service Desk Operations within the last 2 years
• Knowledge of and experience in NATO environment
• Experience in, installation, maintenance and troubleshooting of MS Windows 10 , MS Office, Visio, MS Project and web browsers (MS Edge, Firefox ,…)
• Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN)
• Usage of ITSM tools such as BMC Remedy, JIRA…
• Experience in end user support in general
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload
• Experience in performing user administration in MS Active Directory and Exchange