User Experience Support (It Technician - Operations & Lifecycle Management)

· Higher vocational training in a relevant discipline with 3 years post-related experience. Alternatively, a secondary educational qualification with 5 years post-related experience
· Prove experience of at least two (2) years as Help Desk Technician or as IT Kiosk Technician
· High working knowledge in configuring end-user devices [i.e. MS Office packages, email client, computer drivers, workstations, laptops, tablets, smartphones (preferably iPhones) and external devices]
· Good troubleshooting skills in LAN / WAN and client / server environments
· Good understanding of LAN security, Internet security and user device protection mechanisms (such as anti-virus and endpoint encryption solutions)
· Working knowledge of directory services such as Active Directory
· High knowledge of TCP/IP based networks and related protocols
· Experience in Incident, Request Fulfilment and Problem Management
· Experience in usage of Tickets management tools (for instance ITSM)
· At least one intermediate Microsoft certification from the following table or equivalents valid certifications (but not limited to):
ü Intermediate:
o Microsoft Office Specialist: Outlook 2013
o Azure Virtual Desktop Specialty
o Microsoft Office Specialist 2013 Master
o Security Operations Analyst Associate
o Modern Desktop Administrator Associate
ü Advance:
o Microsoft Office Specialist: Expert (Microsoft 365 Apps)
o Microsoft Office Specialist: 2016 Master
· A thorough knowledge of one of the two NATO languages, both - written and spoken, is essential and some knowledge of the other is desirable
Desirable Qualifications/Experience:
· Holder of several Intermediate certifications (more than one) and at least one Advance certification;
· Prior experience of working on an IT Kiosk
· Working knowledge of ITIL v3/v2011 or ITIL 4
· Prior experience of working in an international environment (preferably NATO)
· Knowledge of NATO responsibilities and organization, including Allied Command Operations, Allied Command Transformation and NATO Agencies
DUTIES/ROLE:
· Be the primary point of contact for users seeking technical assistance who go to IT Kiosk or over the phone / email
· Perform presential or remote troubleshooting through diagnostic techniques and pertinent questions
· Determine the best solution based on the issue and details provided by users
· Walk the user through the problem-solving process
· Training users in best practices
· End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones)
· Installation of approved applications, as required
· Ensure baseline compliance (e.g. the clients meet the minimum baseline applications as defined)
· Direct unresolved issues to the next level of support personnel
· Provide accurate information on IT products or services
· Record events and problems and their resolution in the Ticketing Tool
· Follow-up and update users status and information
· Support to Incident Management and Request Fulfilment activities whenever Level 1 support (or upper Levels) and emergency on-site assistance is required, to guarantee the compliance with defined SLAs and ensure that the services remain operational on the state-of-art established and agreed
· Liaise with other NCI Agency service lines concerning to incidents resolution and requests fulfilment
· Actively participate and support Continuous Service Improvement (CSI) for assigned services (ex: identify and suggest possible improvements on technical procedures and user guidance)
· Pass on any feedback or suggestions by users to the appropriate internal channels
· Identify and suggest possible improvements on procedures
· Deputize for higher-grade staff, if required
· Perform other duties as may be required
· Travel:
ü Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices
ü May be required to undertake duty travel to operational theatres inside and outside NATO boundaries