Technician (NATO NCIA)

Mons, Belgium, Sapienza Consulting [AAS4980 ]

Field(s) of expertise
Business Administration and Finance
Job type

About this job

Sapienza Consulting is recruiting a Technician to work at NATO NCIA in Mons, Belgium.


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

  • Service Desk Management & Operations. Provides support for incident resolution and requests reported to the centralized service desk
  • 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
  • Work on shift
  • Deputize for higher grade staff
  • Performs other duties as required


  • Required Security Clearance: NATO Secret
  • Higher Secondary education or completed higher vocational training in related field leading to a formal technical or professional certification with 3 years related experience
  • Minimum 1 year experience in Service Desk Operations within last three years
  • Knowledge of and experience in the installation, maintenance and troubleshooting of MS Windows 7, MS Office, Visio, MS Project and Internet Explorer
  • Experience in installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN)
  • 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.
  • Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment


Desirable Experience and Education:

  • Prior experience of working in 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


Candidates must be eligible to work in the EU

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