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Technician (Private Automatic Branch Exchange)


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#1 afotakel


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Posted 18 January 2018 - 07:28 PM


Technician (Private Automatic Branch Exchange)-180022
Primary Location  Belgium-Mons
NATO Body  NATO Communications and Information Agency (NCI Agency)
Schedule  Full-time
Salary (Pay Basis)  : 3,797.29Euro (EUR) Hourly
Grade B.4
Are you a Technician (Private Automatic Branch Exchange) with experience of TDM, ISDN, SIP and H323 signalling protocols and TCP/IP and standard networking and communication protocols? If yes, this position is ideal for you!
The NCIA has been established with a view to meeting to the best advantage the collective requirements of some or all NATO nations in the fields of capability delivery and service provision related to Consultation, Command & Control as well as Communications, Information and Cyber Defence functions, thereby also facilitating the integration of Intelligence, Surveillance, Reconnaissance, Target Acquisition functions and their associated information exchange.
The Director of Service Operation (DSO) is accountable to plan, install, operate and maintain CIS services throughout the allocated Area of Responsibility (AOR), in static NATO Headquarters, Alliance Operations and Missions and Exercises, and supported Organisations.  NCI Agency CIS Support Unit (CSU) Mons, located in Mons (BE) enables end-to-end CIS services as it installs, operates, maintains and supports the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed.
The Service Operations & Support Branch (SOSB) is responsible for providing local support to the provision of CIS services in direct support of local and remote customers in accordance with SLAs and other agreements. Under coordination of the NCI Agency’s OPS Centre, SOSB directs, coordinates, supervises and executes all local Service Operation activities required in support of all Service Lines. SOSB provides local Level 1 and 2 support, directly or as directed by the Ops Centre and/or in coordination with the appropriate service lines. SOSB contributes to Continual Service and Process Improvement and reports Key Performance Indicators to appropriate service lines. SOSB is locally responsible for the installation, operation, maintenance and administration of assigned IT, Network, Cable, VTC, Voice and Video equipment, as well as all operating system, core and specific application software. SOSB ensures physical Security is monitored and maintained, and Cyber Security activities are performed as delegated by Cyber Security SL. It coordinates the real life support with the local hosting HQ. SOSB contributes to Problem Management, Access Management, Event Management, Request Fulfilment, Release and Deployment, Test and Validation, Configuration Management and Change Management in support of appropriate Service Lines and in coordination with Service Management Branch. SOSB is responsible for the provision of limited support to corporate customers within the CSU AOR. SOSB is responsible for the development and continual improvement of Configuration, Problem, Change and Release Management processes and procedures. Private Branch Automated Exchange (PABX) Section operates and maintains all local fixed telephony systems supporting the SHAPE customer. Additionally, PABX provides mobile telephony SIM card management services. PABX performs Incident Management Level 1 support for voice related issues to eligible customers on SHAPE campus. VSS contributes to Event Management, Problem Management, Change Management and Configuration Management.
Role Responsibilities
Under the direction of the SOSB Head NEM, you will perform the following duties:
  • Administer and operate fixed telephony network switches;
  • Level 1 technical intervention on fixed telephony system hardware and software;
  • Coordinate repair/exchange of faulty equipment;
  • Escalation of incidents to next tier support;
  • Maintain a stock of suitable telephone sets for all eligible customer requirements;
  • Contribute to incident, change, configuration and asset management processes through ITSM toolkit;
  • Liaise with higher tier support for projects, maintenance and procedures;
  • Act as local POC for external maintenance support contractor;
  • Manage mobile voice SIM card allocations, activations and data/voice service changes;
  • Monitor and escalate for high use/abuse alerts;
  • Maintain mobile device/data plan/user records;
  • Configure PABX Management System (Omni Vista) for billing report purposes;
  • Perform other duties as required. 
Person Specification
We are looking for candidates with Vocational training at a higher level in a relevant discipline, or equivalent, or Diploma of secondary education.
Experience Required
In addition to 5 years of experience in the duties related to the function of the post, we also require the following: 
  • Certified Alcatel-Lucent OmniPcx Enterprise Switch Technician;
  • Working knowledge of TDM, ISDN, SIP and H323 signalling protocols;
  • Working knowledge of TCP/IP and standard networking and communication protocols. 
The following will be considered as an advantage 
  • Knowledge of policy, procedures, and organisation of NATO CIS;
  • Prior experience of working in an international environment comprising both military and civilian elements;
  • Knowledge of NATO responsibilities and organization;
  • Knowledge of VoIP implementation;
  • Knowledge of ITIL V3.0 Service Operations processes. 
Competencies Required
We are looking for a person who demonstrates the following behavioural competencies:
Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment.
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.
Learning and Researching - Rapidly learns new tasks and commits information to memory quickly; demonstrates an immediate understanding of newly presented information; gathers comprehensive information to support decision making; encourages an organisational learning approach (i.e. learns from successes and failures and seeks staff and customer feedback).
Creating and Innovating - Produces new ideas, approaches, or insights; creates innovative products or designs; produces a range of solutions to problems.
Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurised 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.
The incumbent may be required to undertake operation deployments and/or TDY assignments both within and without NATO's boundaries.
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.
Supervisory/Guidance Duties
You may be required to give professional assistance to your colleagues
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: 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. 

We appreciate your patience.


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