Principal Technician (General Support) (NATO-NCIA)


Brunssum, The Netherlands, Sapienza Consulting [C002377 ]

Field(s) of expertise
Information Technology
Job type

About this job

Sapienza Consulting, a Serco company, is recruiting a NATO Secret cleared Cloud Principal Technician (General Support), to work on the AAS Project at NATO-NCIA, with work location in Brunssum, Limburg, Netherlands.


Duties & Role:

Under the direction of Network Control Centre Section Head (NOC MNC 0010), the incumbent will perform duties such as the following:

  • Provides real-time technical expertise to the ESOC Engineers IT Operations, Analysts and Technicians in maintaining the integrity of all assigned systems and services covering OSI model layers 4 to 7;
  • Provides technical guidance to develop the procedures followed by the NCC technical staff to perform checks on all systems covering Servers and all application services including Enterprise and Functional Area Services (FASs) required to identify anomalies and promptly restore services;
  • Supervises the proper technical execution of these procedures and their adequacy in detecting problems in a timely manner;
  • Support develops and delivers formal technical training on systems and services to the NCC controllers; will also provide informal and ad hoc training when the situation requires;
  • Supervises the NCC staff on technical actions and their performance in fixing or escalating problems in a timely manner;
  • Provides technical support to all systems and services at the application layer (OSI model 4-7);
  • Provides technical support in planning and implementation of system configuration changes;
  • Detects and resolves systems deficiencies impairing end-to-end availability and quality as per the levels agreed between NCI Agency and its customers;
  • Coordinates the collection systems data to contribute to the analysis of the incidents in the scope of Problem management and the Lesson learned process;
  • Cooperates with the proper entities, as required, on the identification, assessment, planning and design of new services or the improvement of the existing ones, contributing to the overall appropriate customer satisfaction levels;
  • Administrates the Systems monitoring and control platforms and tools for optimum performance and for use by the NCC technical staff;
  • Provides technical support to Technical Management in formulating the problems which shall be escalated to other NCI Agency departments for actions requiring specialized expertise, co-ordination with external agencies/contractors or medium/long term control continuity;
  • Attends committees, internal and external meetings, conferences and working groups as dictated for coordination;

Specific Working Conditions: Working under secured below grounds areas


Skill, Knowledge & Experience:

  • The candidate must have a currently active NATO SECRET security clearance.
  • A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.
  • Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.
  • Prior experience in technical support on voice, data networks and data systems and systems administration;
  • Familiar with e-mail servers management, WINDOWS OS, UNIX and TCP/IP;
  • Experience in service management (i.e. Incident, problem management, etc.) and customer support focused approach in a control centre environment and experience in management and use of related toolsets (e.g. ITSM).

It is desirable that the incumbent has finished following trainings:

  • ITIL foundation/intermediate training/certification;

CISCO ICND 1 and 2.

Candidates must be eligible to work at NATO-NCIA.

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