About this job

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

Responsibilities

Under the direction of more senior staff, the incumbent will perform duties such as the following:

• 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
• Advises and assists to less experienced analysts
• Validates and assures escalation processes are monitored for SLA compliance
• Engages other Service Lines, branches, corporate groups and service desks to improve service quality and SLA delivery
• Works (possibly) on shift or extended working hours
• Deputize for higher grade staff
• Performs other duties as may be required

Profile

• Vocational training at a higher level in a relevant discipline, or equivalent, or Diploma of secondary education
• Minimum 3 to 5 years’ experience in Service Desk Operations within the last ten years
• Extensive knowledge of and experience in the installation, maintenance and troubleshooting of MS Windows 7, MS Office, Visio, MS Project and Internet Explorer
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN)
• Extensive experience in end user support in general;
• Excellent communication skills
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload
• Extensive experience in performing user administration in MS Active Directory and Exchange
• Experience of Outlook configuration and administration and troubleshooting in an MS exchange environment
• Must hold NATO Security Clearance
• Fluent business English; knowledge of another NATO member-state language is an asset

Desirable experience and education

• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including ACO and ACT
• Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network Security, SCCM software deployment, SCCM remote desktop management
• ITIL Service Operations
• Competency in call centre tracking tools
• Prior experience supporting customers in use of application software
• Proficiency in using support software tools
• Customer service orientation and/or prior customer service training
• Strong experience with automating IT tasks and processes and procedures