Senior Technician

Location: 

Europa / Europe

Nato clearance: 

NO

Job description: 

LOCATION: Mons
CLIENT: NATO
DURATION: End of this year
CONTRACT: Consultant
SALARY: Negotiable daily rate


TASKS:
• Provides superior customer service and responsiveness that inspires confidence with the customer
• Applies advanced problem solving skills and experiences in problem fault resolution
• Utilizes and maintains standard operating procedures, processes and support documentation
• Establishes strong working relations with customers and team members
• Advices 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


REQUIREMENTS:
• 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 and 10, 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

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 Foundations
• 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