We are the NATO's IT Agency serving 29 nations by defending its networks, and providing real life support to its operations and missions. We are working around the clock safeguarding the freedom and security of nearly 1 billion citizens.
The NCI Agency is currently seeking a talented Principal Technician to provide 2nd and 3rd line IT Service Desk remotely or on site for client devices such as work stations, laptops, and smart phones.
If you think that you have the relevant skills and experience, as well as the relevant academic background that match the requirements of the position, and if you would like to work as a part of multinational team in a challenging environment, we would like to hear from you.
This is a position within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).
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.
Core Enterprise Services (CES) are accountable for planning and executing the full lifecycle management activities (design, transition and operations) for the identified area of responsibility. CES provides generic, domain independent, technical functionality that enables and facilitates the operation and use of Information Technology resources. CES services (including: subject matter expertise; software engineering; acquisition; operations and maintenance; and, disposal) are provided in the following technical areas: communication and collaboration, web and information services, infrastructure storage and processing, infrastructure networking, composition and mediation, and managed desktop and end user device services. Services are provided throughout the lifecycle to both internal and external customers.
All services under the responsibility of the CES Service Line are under the responsibility of the Service Line Chief who is the Service Owner (SO). They are grouped around several service areas, with Workplace Service Area (WPS) being one of these, under responsibility of the Service Area Owner. The services assigned to the SAO are, within each Service Area, further allocated to Service Delivery managers who report to the SAO.
Under the direction of the Service Delivery Manager (SDM), the incumbent will perform duties such as the following:
Responsible for daily technical support and operation of the assigned service under responsibility of the SDM.
Ensure, through close collaboration and coordination with internal and external customers, that the Agency’s Client IT services meet the end user’s requirements;
Provide 2nd and 3rd line IT Service Desk remotely or on site for client devices such as work stations, laptops, and smart phones. Support; obtain and evaluate customer feedback and provide inputs fortechnical enhancements and new features in the interest of Core Enterprise Services and the Agency;
Generate availability reports and statistics to ensure full service provisioning visibility. Advise management on corrective action required to correct detected weaknesses in system performance or availability;
Create and provide presentations to customers and stakeholders, and conduct training;
Research, test, and assist with the procurement of new client hardware (mostly laptops, tablets, and smart phones);
Lead small teams of technicians, local or at other NATO locations, to address and fix Client IT related problems with users and customers;
Test and deploy client patches, software upgrades, and test new applications;
Support and maintain end point protection on client devices and their infrastructure;
Deputize for higher grade staff, if required;
Performs other duties as may be required.
You need to hold a vocational training at a higher level in a relevant technical discipline, or equivalent combination of qualifications and experience, with a minimum of 8 years post-related experience.
It will be considered as asset if you hold MCSE certificate (Microsoft Certified Solutions Expert) or MCSA (Microsoft Certified Solutions Associate) certificate.
In addition to at least 8 years of relevant experience, you will be required to prove:
Extensive IT experience; whether maintaining, configuring and operating servers and storage, or providing various levels of IT support (Microsoft based) whilst working at a Service Desk on site or remotely;
Proven experience in successfully interacting with customers; in order to sell IT services, solving customer complaints, and negotiating disputes;
Evidence of a service minded attitude, with a strong interest in working directly with users and customers;
Proven ability to communicate effectively, both orally and in writing, with experience in providing oral presentations.
It is considered desirable for you to have:
Good knowledge and working experience of Microsoft Windows Server 2012, 2012 R2, Exchange 2013 and Active Directory;
Good knowledge and working experience with Enterprise Mobility Management platforms;
Past experience of procuring hardware and making recommendations to management on future purchases;
Prior experience of working in an international environment comprising both military and civilian elements;
Knowledge of NATO responsibilities and organization, including ACO and ACT.
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).
Presenting and Communicating Information - Speaks fluently; expresses opinions, information and key points of an argument clearly; makes presentations and undertakes public speaking with skill and confidence; responds quickly to the needs of an audience and to their reactions and feedback; projects credibility
Most of the work of the NCI Agency is conducted in the English language, and therefore a thorough knowledge of English, both written and spoken, is essential and some knowledge of French is desirable.
Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCI Agency offices.
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.