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Principal Technician (Service Desk)

NCIA

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#1 afotakel

afotakel

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Posted 18 June 2019 - 10:11 PM

Principal Technician (Service Desk)-190525
 
 
 
 
Primary Location  Italy-La Spezia
NATO Body  Centre for Maritime Research and Experimentation (CMRE)
Schedule  Full-time
Salary (Pay Basis)  : 4,111.70Euro (EUR) Monthly
Grade B.5/B.6
 
 
Description
:  

OPEN TO SERVING NATO INTERNATIONAL CIVILIAN STAFF MEMBERS ONLY

 

1.  POST CONTEXT 

 

 

The Centre for Maritime Research and Experimentation (CMRE) is an executive body of the Science and Technology Organization (STO) and is governed by the provisions of the STO Charter. Within the framework of the STO in-house delivery business model, the CMRE organizes and conducts scientific research and technology development, centred on the maritime domain, delivering innovative and field-tested S&T solutions to address defence and security needs of the Alliance.

 

The Engineering & Information Technology Division (EITD) is essential to delivering the Centre’s Programme of Work, complementing and supporting the other main organizational element, the Research Department (RD). The EITD addresses the engineering and technological requirements of the Centre's research activity, by designing, developing, constructing, testing, maintaining, repairing and calibrating acoustical, oceanographic, electronic and mechanical assemblies, especially prototypes, including hardware and software information technology (IT) equipment and applications. A primary activity for the EITD in the recent years has been the development and operation of a variety of unmanned underwater or surface vehicles.

 

The Scientific CIS section supports the execution of the Programme of Work through the conception, design, development and construction of state of the art technologies in computing, networking and modelling & simulation (M&S), ensuring interoperability, security and compliance with relevant NATO policies and regulations.

 

This includes: planning, conducting and evaluating technical projects and experiences in related fields, as required by the Programme of Work; organizing the delivery of strategic elements required for Centre work, such as scientific data storage and processing capabilities, interconnection with public and private national/NATO networks, integration of laboratories, geospatial information systems, remote sensing capabilities, M&S and visualization capabilities; developing and monitoring the execution of Service Level Agreements (SLA) with service providers.;

 

1.2 MAIN ACCOUNTABILITIES 

  • Under the management of the Scientific CIS Head, the incumbent will perform duties such as the following:  

  • Contribute to the operation of the CMRE Service Desk, in alignment with best practices such as ITIL:

    • Act as the routine contact point for the  CMRE service desk, receiving and handling requests for support using the IT service desk system, ensuring that all customers’ requests are treated efficiently and in appropriate manner

    • Respond to a broad range of service requests for support by providing information to fulfil requests or to enable resolution following a systematic approach.

    • Provide first line investigation and diagnosis and promptly allocate or escalate unresolved issues as appropriate.

    • Contribute to the creation of support documentation and to the improvement of service desk processes.

    • Support CMRE’s Program of Work ashore and in deployed locations including the set up and operation of scientific laboratories, configuration and installation of hardware and software e.g. workstations, laptops, printers.

    • Contribute to asset management processes, supporting CIS life-cycle management aspects through the systematic maintenance of inventories and production of reports.

    • Conduct equipment testing, document serviceability status, initiate technical assessment reports.

    • Contribute to the operation of other CMRE IT services e.g.

    • Contribute to CIS security compliance and remediation and contribute to incident and change management processes

    • Carry out agreed operational procedures, including infrastructure configuration, installation and maintenance.

    • Use standard procedures and tools to carry out defined system backups, restoring data where necessary. Identify operational problems and contribute to their resolution.

    • Assist in investigation and resolution of network problems. Assists with specified maintenance procedures.

The incumbent may be required to perform other related duties.

 

2       QUALIFICATION AND EXPERIENCE

 

 2.1      ESSENTIAL

 

  • We are looking for a candidate with a Master of Science (MSc) degree, or a Bachelor degree (BSc), or vocational training from a nationally recognized/certified University/Education body in a technical subject with substantial Information Technology (IT) content.

  • Previous experience of working in an IT support role, with very good experience in using IT Service Management Tools and Asset Management Tools (e.g. workflow management for handling incidents, service requests, problems, changes and asset inventory).

  • At least 5 years experience installing, configuring and troubleshooting Linux and Windows in a corporate environment based on Microsoft Active Directory.

  • At least 5 years experience with basic network installation, configuration and troubleshooting.

 

2.2.        DESIRABLE QUALIFICATIONS

  • The following certifications and experience will be considered as an asset.
  • Technical certifications such as CCNA, CCNP and certifications on industry-standard virtualization and operating systems such as VMWare, Microsoft Windows, Ubuntu and Red Hat Linux.
  • Experience with McAfee ePO, Solarwinds NPM and SAM.
  • Experience with BMC Track-IT.
  • Experience with Information Technology Infrastructure Library (ITIL) Service Operation
  • ITIL Professional Certification e.g. ITIL Foundation V3

3.      COMPETENCIES

 

Competencies required:

 

Deciding and Initiating Action

Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks.

   

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.

 

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.

  

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.

 

 

Delivering Results and Meeting Customer Expectations

 

 Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.

 

4.     INTERRELATIONSHIPS

 

The post reports to the Scientific CIS Head and will direct the work of team members within the Section.

 

The incumbent works with technical and project staff to meet their organizational needs with scientific computing and networking support. In addition, the post contributes to maintaining a sound security posture for CMRE Communication and Information Systems, under the supervision of system administrators and in accordance with the approved security controls.

 

5.        WORK ENVIRONMENT

      

  • The work is normally performed in a typical office environment.
  • The work could be conducted also on research vessels, other military vessels, or deployed field laboratories for activities of short duration.
  • The nature of this position may require the staff member at times to be called upon to travel for work and/or to work outside normal office hours.
  • In order for the organization to deal with emergent requirements, the incumbent may be required to perform other related duties as directed (in particular, the incumbent can expect to work as a member of Working Groups, Project Teams and similar organizational units for defined periods of time). 
  • The incumbent may be called upon to go on temporary duty (TDY), both within and outside NATO’s boundaries.

 6.     WHAT DO WE OFFER

 

  • A world-class research facility located in the sea port of La Spezia, Italy supported by two specialised research vessels. 
  • An exciting place in which to work situated at an ideal location, the port of La Spezia, Italy, enabling synergy with regional and global academic institutes and industry.
  • Salary and conditions of employment will be in accordance with the NATO Civilian Personnel Regulations (NCPR), which includes a rewarding salary and a comprehensive system of allowances, supplements and insurances to support families and, in case of expatriated staff, offers an interesting “expatriate” package. 
  • A generous annual leave and, (where eligible) home leave.
  • The successful candidate will be offered a three years’ definite duration contract, which may be renewed for subsequent periods subject to business needs and satisfactory performance.
  • Applicants who prove to be competent for the post but who are not successful in this competition may be offered an appointment in another post of similar nature, which might become vacant in the near future, albeit at the same or lower grade, provided they meet the necessary requirements. 

7.     RECRUITMENT PROCESS 

  • Please note that we can only accept applications from nationals of NATO member countries.
  • Applications (including the most relevant publications, the diplomas – stating the highest level of education) for this vacancy are to be submitted using the E-recruitment system.
  • Appointment will be subject to receipt of a security clearance (provided by the national Authorities of the selected candidate) and approval of the candidate’s medical file by the CMRE Medical Adviser.

 

 8.     ADDITIONAL INFORMATION

 

  • CMRE values diverse backgrounds and perspectives and is committed to recruiting and retaining a diverse and talented workforce. We welcome applications of nationals from all Member States and strongly encourage women to apply.
  • Selected candidates are expected to be role models of integrity, and to promote good governance through ongoing efforts in their work.

 

 

 

For any queries, please contact CMRE Recruitment Team at recruitment@cmre.nato.int

 

 

 

 

 

To learn more about the CMRE and our work, please visit our website: www.cmre.nato.int

 







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