Deadline Date: Friday 10 May 2024
Requirement: Engineer (ICT Systems Operations, Administration and Maintenance)
Location: Norfolk, VA, USA
Full Time On-Site: Yes
Time On-Site: 100%
Not to Exceed Rate: 54 EUR
Total Scope of the request (hours): 1100
Required Start Date: 1 July 2024
Required Security Clearance: NATO SECRET
Duties and Role:
* Executing assigned work orders, often under the direction and guidance of centralized services, to provide local intervention to assure SLA targets are sustained
* Providing superior customer service experience utilising effective communication techniques;
* Install and configure Desktop Services
* Providing initial point of contact for all network users;
* Serving as the Incident Manager overseeing corrective actions for all network incidents;
* Performing advanced analysis and troubleshooting of Desktop Services, in support of incident management processes
* Performing testing and evaluation of supported hardware and software (firmware and drivers);
* Coordinate with Service Desk technicians, end-users, supervisors and managers to determine support requirements for new features, applications or system functionality;
* Prepare activity reports and craft recommendations for upper management review and approval;
* Directs the creation of documentations and presentation of metrics data critical to network usage and stability
* Ensures Service Desk personnel are properly trained according to the needs of the organization;
* Performing Incident Support Request lifecycle services affecting end-users (i.e. Creating, reporting, tracking, resolving and closing Incidents);
* Support team members through collaborative actions to enhance the customer experience;
* Perform corrective actions, under direction of the Section Head, to support Problem Management;
* Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment
Requirements Skill, Knowledge & Experience:
* The candidate must have a currently active NATO SECRET security clearance
* Higher Secondary education and completed higher vocational training in information systems engineering, information technology or related discipline leading to a formal technical or professional certification with 2 years function related experience, or a Secondary education and completed advanced vocational training in that discipline leading to a professional qualification or professional accreditation with 3 years post related experience
* At least 3 years recent practical experience within a CIS Service Operations environment;
* At least 1 year recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems;
* At least 1 years recent experience in PC Hardware Systems, with a good understanding of Intel x64 bit systems configuration and performance monitoring;
* Good working knowledge of TCP/IP Protocols and Standards
* Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages).
Desirable Experience and Education:
* Formal qualification in PC hardware repair and configuration;
* Formal training in Local Area Network (LAN) and Public Area Network (PAN) computer operations.
* Knowledge of policy, procedures and organization of NATO CIS
* Working knowledge of ITIL processes and procedures.
* Good working knowledge of ITU-T standards and recommendations.
* Practical experience in diagnosing deficiencies in networks and associated equipment.
* Experience in working in a Service desk environment
* Prior experience of working in an international environment comprising both military and civilian elements;
* Knowledge of NATO responsibilities and organization, including ACO and ACT.