About this job

Sapienza Consulting is recruiting a Service Desk Engineer to work at NCIA in Mons.

Responsibilities

As Service Desk Engineer, the incumbent will serve as the first point of contact as NCSC technical assistance, performing troubleshooting through diagnostic techniques, escalating issues, updating tickets, maintaining documentation, and assisting Operations and Maintenance (O&M) Service Staff The Service Desk engineer reports to the Head, Platform and Infrastructure Management Section and will work with engineers within Infrastructure Branch. Main responsibilities, but are not limited to the following:

• Serve as the first point of contact for NCSC staff seeking technical assistance in a professional, courteous manner over phone or email.
• Support Initiation, preparation, follow-up and defence of the specialist applications upgrades in front of Change Management Board;
• Creation of accounts for new users- Correctly logging incidents and faults, categorizing and prioritizing then in line with NCSC procedures.
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping customer informed of progress.
• Troubleshooting PCs and different devices inside NCSC perimeter, on-site or via remote login
• Determine the best solution based on the issue and details provided
• If needed, liaise with third party suppliers and manage issues to resolution
• Direct unresolved issues to the next level of support personnel
• Record events and problems and their resolution in logs
• Update documentation, as troubleshooting guides, network maps, tickets, and info coming from the daily activities, as lessons-learnt and knowledge sharing
• Identify and suggest possible improvements on procedures

Profile

• Required Security Clearance: NATO Secret
• Ability to easily troubleshoot and resolve PCs related hardware, software, operating system, email, printing , and network issues
• 2 years of experience with a qualification in an ICT related discipline.
• Expert level knowledge to support and administer Microsoft systems and environments including; Windows 10, Windows Server 2016/19 and Office 2013/2016
• Extensive experience in IT support to customers by providing technical support, ensuring that service level agreements are met
• Strong working knowledge of user and computer management via Active Directory
• Previous experience with an IT service ticketing system and creating IT documentation

Desirable

• Cisco Certified network associate (CCNA)
• Knowledge of the ITIL Service Desk and incident management disciplines
• Industry leading certification in the area of Cybersecurity such as CISSP, CISM, MCSE/S, CISA, GSNA, SANS GIAC
• Solid understanding of Information Security Practices; relating to Confidentiality, Integrity and Availability of information (CIA triad)
• Prior experience of working in international environment comprising both military and civilian elements

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