This is a position within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).
We are the NATO's IT Agency serving 29 nations by deploying and 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.
Do you have relevant experience in technical support and assistance for networking, transmission and voice systems? Do you hold experience in service management? Are you CCNA Certified? Do you like to work in shifts?
If the answer is yes, this position is ideal for you.
NATO Communications and Information Agency (NCI Agency) is looking for 3 Systems Senior Technicians. In this post you will work within the Operations Centre supporting Incident Management process and providing technical level 2 support and assistance for networking, transmission and voice systems.
The Operations Centre (OPSCEN) Service Line conducts and coordinates execution of CIS Operations in support of the Director of Service Operations, ensuring day-to-day 24/7 CIS operations NATO wide.
The Network Control Centre (NCC) is responsible to the OPSCEN Service Line Chief for providing 24/7 control and monitoring of the NCI Agency operated systems and services. It provides full service management to include event and incident management as well as first, second level support and appropriate escalation following established processes for all NCI Agency assigned services to support operations and exercises.
Under the direction of Head NCC, you will perform duties such as the following:
Support all areas of the OPSCEN, as part of a functional team;
Support Incident Management process, dispatching incidents to relevant technical elements for resolution, and perform operational impact assessment determining services affected and users impacted;
Provide technical level 2 support and assistance for networking, transmission and voice systems;
Monitor, control and conduct first and second level of troubleshooting of all data systems and services in support of all NCI Agency customers throughout NATO. Administrates data and services monitoring and control platforms for optimum performance for use by the OPSCEN personnel;
Responsible for co-ordination with internal and external agencies to restore networks and communication services;
Assist in direction and co-ordination of corrective action to regional and other control activities in the event of failure or degradation in any of the networks;
Utilise automatic data processing devices and tools within the OPSCEN and uses all available centralized service management tools to restore all services availability and quality at the agreed levels;
Follows senior guidance and established processes, cooperating when requested, to its development and improvement;
Participate in development and delivery of the required on-the-job training to junior technicians;
Work as part of a shift that provides a 24/7 capability in support of NCI Agency customers throughout NATO;
Work on own initiative with limited supervision, may supervise others as required;
Deputize for higher grade staff, if required;
Performs other duties as may be required.
We are looking for a candidate with Vocational training at a higher level in a relevant discipline leading to a professional qualification, or equivalent combination of qualifications and experience.
Further; you will be CCNA Certified and will hold ITIL Foundation Certificate.
In addition to at least 5 years’ experience in the duties related to the function of the post, we are also looking for:
- 3 years function related experience;
- Prior experience in technical support and assistance for networking, transmission and voice systems;
Very good understanding of telecommunications/network/information technology solutions & products;
Experience in service management (i.e. Incident, problem management, etc.) and customer support focused approach in a control centre environment and experience in management and use of related toolsets (e.g. ITSM).
The following will be considered as an advantage
Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements. Proven success as an operational team supervisor and mentor;
Strong analytical, organization, multitasking and prioritization skills;
Technical leadership experience;
Prior experience of working in an international environment comprising both military and civilian elements;
Knowledge of NATO responsibilities and organization, including ACO and ACT.
We are looking for a person who demonstrates the following behavioural competencies:
Persuading and Influencing - Gains clear agreement and commitment from others by persuading, convincing and negotiating; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of oneself or others; makes a strong personal impact on others; takes care to manage one’s impression on others.
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.
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.
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 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.
Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices.
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.
Normal office environment.
Includes shift work.
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.
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.