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Principal Technician (Services Support)


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#1 afotakel


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Posted 15 December 2017 - 08:15 PM


Principal Technician (Services Support)-170483
Primary Location  Belgium-Mons
NATO Body  NATO Communications and Information Agency (NCI Agency)
Schedule  Full-time
Salary (Pay Basis)  : 4,213.35Euro (EUR) Monthly
Grade B.5
Do you have extensive experience in 2nd level support activities as troubleshooting, evaluating and responding to incidents and service requests? Can you demonstrate experience with support Service Design and Service Transition related activities?
If the answer is yes, this position is ideal for you!
The NCI Agency is currently looking for Principal Technician (Services Support) to assist in the provision of system support activities and services for sustaining operations and maintenance of the assigned CIS and in particular Microsoft SharePoint Portal Server-based systems such as the Document Handling System, Afghan Mission Network Enterprise Portal, NATO Information Portal and the Tasker Tracker Enterprise.
Role responsibilities:
This is a position within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).  The NCI Agency serves the Alliance through unbiased application of scientific and technical support, and C4ISR (Command, Control, Communications, Computer, Intelligence, Surveillance and Reconnaissance) acquisition expertise and through life service support.  
This post is assigned to the Core Enterprise Services (CES) Service Line, whose mission is to provide through the Director of Infrastructure Services, the Director of Demand Management and under the guidance of the Director of Service Strategy, full life-cycle services and products to sponsors through successful completion of contracted projects.
The CES Service Line’s area of work includes but not limited to areas of Information Technology Infrastructure (ITI) and Enterprise Information Services (EIS), e.g. Operating Systems, Storage/Availability, Systems Management, Directory, Messaging, Web, Document Management, Workflow, and Collaboration Tools.  In addition to the technology that addresses these services, the SL is also responsible for the design of their integration with Network and Functional Service components of the overall NATO Automated Information Systems (AIS) and the acquisition of end user devices (e.g. workstations, laptops, tablets, mobile telephones, etc.).
Under the direction of Section Head you will perform duties such as the following:
  • Oversees the daily work of two consultants;
  • Provides input to support Service Design and Service Transition related activities;
  • Plans and executes migration projects and installation projects for exercises and operations.;
  • Coordinates with remote elements (to include NATO operations) regarding system upgrades, failures, restorations and migrations;
  • Provides expeditious support services (including technical support and emergency on-site assistance) to ensure key information systems remain operational;
  • Assists in the maintenance of the operational and support environments for the software of all assigned systems;
  • Day-to-day administration and monitoring of assigned systems;
  • 2nd level support: troubleshooting, evaluating and responding to incidents and service requests supporting system administrators NATO-wide with an ability to set priorities without requiring direction;
  • Participation in Problem Management representing his relevant branch area;
  • Study and solution of technical problems related to Document Management Services, Workflows and Portals following the application of principles and customary practices;
  • Participation in the technical design during system upgrades;
  • Performs other duties as may be required;
  • May be required to deputize for Section Head and System Manager.

Person Specification


Qualifications Required


You must hold a vocational training at a higher technical level in a relevant discipline, or equivalent.


University degree in computer science or relevant discipline will be considered an asset.


Experience Required


You will need to demonstrate at least 8 years of recent ITCS experience, related to IT system administrator functions. In addition, you will need to prove:

  • Excellent troubleshooting skills;
  • Detailed knowledge and extensiveexperience of MicrosoftSharePoint Servers (2007/2010/2013) administration and troubleshooting;
  • Detailed knowledge and extensiveexperience of Microsoft SQL Servers(2005/2008/2012) administration and troubleshooting;
  • Detailed knowledge and workingexperience of Microsoft Windows Server Systems;
  • Detailed knowledge and workingexperience with WindowsWorkstation client Operating Systems;
  • Knowledge and working experience of Active Directory, DNS, Group Policy Objects;
  • Practical experience of Windowsscripting and the PowerShell, specifically applied to SharePoint Portal Serversadministration;
  • Practical experience with remotetroubleshooting and problemresolution in a secured network environment;
  • Practical experience with virtualization softwaresuch as VMWare and Hyper-V.

It is considered desirable if you can demonstrate:

  • Practical experience in the maintenance of securecomputer systems;
  • Practical experience in the maintenance of SharePoint replication systemssuch as iOra Georeplicator;
  • Practical experience in the maintenance of SharePoint FAST searchengine (pre and post Microsoft);
  • Prior experience of working in an international environment comprising both military and civilianelements;
  • Knowledge of NATO responsibilities and organization, including ACO and ACT;

Competencies Required

Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions.

Analysing - Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system.

Relating and Networking - Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.

Planning and Organising - Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.

Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.

Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurized environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.

Language Skills:
A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable. NOTE: Most of the work of the NCI Agency is conducted in the English language.
Business travel to NATO and national (NATO and non-NATO) facilities as well as travel between NCI Agency locations. May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.
NCI Agency normally offers contracts of employment of a definite duration, not exceeding three years. Contracts may be for less than three years as required to support short-term projects, meet uncertainty with respect to the business outlook, staff performance and other factors.
Definite duration contracts may be extended for further periods. When extending contracts, the following is taken into consideration:
  • Renewal is in the interest of the Agency.
  • Staff member's desire to remain with the Agency.
  • The financial situation provides sufficient funding for the post held.
  • The skills, competencies and behaviours, potential and work experience of the staff, versus the requirements of the Agency's work and/or availability of funding.
  • Staff member has served the Agency with performance to the required standard as defined by the Agency,
  • Staff member's deployability to operational theatre.
Serving civilian members of NATO will be offered a contract in accordance with the NATO Civilian Personnel Regulations.
The first six months of definite duration contracts are a probationary period. During this period the staff member's work is assessed to ensure that he/she has the ability to carry out the duties of the post. At or before the end of the probationary period, the staff member will be notified in writing that the appointment is confirmed or terminated or, in exceptional cases, that the probationary period is extended.
What do we offer?
  • Excellent tax-free salary, including (where eligible) expatriation household and children's allowances and additional privileges for expatriate staff.
  • Education allowance for children (where appropriate) and an excellent private health insurance scheme;
  • Generous annual leave and home leave (if eligible).
  • Retirement Pension Plan
To learn more about NCI Agency and our work, please visit our website.
Please note that due to the Agency’s transition into a new structure in the near future, this post may be subject to transfer to one of our other locations, as well as to a change of reporting lines. The final decision will be made at the time of a firm offer.
The Agency’s recruitment team advises you that due to the large volume of applications it receives the screening process may take up to 2 months after closing date. We appreciate your patience.


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