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Primary Location Belgium-Brussels
Organizational Element BICES
Schedule Full-time
Salary (Pay Basis) : 3,529.71Euro (EUR) Monthly
Grade B.4


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.

Do you have technical 1st and 2nd line support experience with Windows & Linux Servers and Operating Systems? Do you have experience of the Incident & Problem Management Process? Do you have experience of supporting Projects with technical design and analysis?

If the Answer is YES, this post is ideal for you.

The Battlefield Information Collection and Exploitation Systems Group, BICES is currently seeking a Junior System Technician to work within its Systems Section to provide 1st and 2nd level support for complex technical resolutions in the area of all server platforms and resisting applications and services; to provide support to the design, documentation, testing and implementation of assigned projects and to play a key role during the investigating of possible security vulnerabilities

Role Responsibilities

The Battlefield Information Collection and Exploitation Systems Group, BICES is a NATO body which provides NATO forces and other national allied military organizations with near-real-time, correlated, situation and order of battle (OB) information. This capability supports threat analysis, target recommendations and, indications and warning.

Your primary role as Junior System Technician, in the Systems Section is that of providing 1st and 2nd level support for complex technical resolutions in the area of all server platforms and resisting applications and services. You will be working under the guidance & supervision of the “Section Head (System Technologist)” but also will be providing support to the design, documentation, testing and implementation of assigned projects, to include all stages of Service Transition processes. You will also play a key role during the investigating of possible security vulnerabilities, by assisting during in-depth analyses, and providing reports to the Information Assurance/Cyber Defence section with recommendations of possible actions to eliminate or mitigate IT- Security risks.

As the Junior Systems Technician you will be contributing to the day-to-day Incident & Problem Management processes by performing recovery, troubleshooting, maintenance and management activities associated with Incident and Problem Management methods; and will also support training deliveries and knowledge sharing, by organizing, developing and providing internal and external trainings/ workshops as directed by the Service Delivery Manager.

Reporting to the Section Head (System Technologist) it will be your responsibility to:
Ensure that required actions are taken to resolve incidents and service requests, following the established models, outlined by the Service Delivery Manager. These actions are in concert with additional support tiers including: Service Desk, Communications Section, Information Assurance and on case-by-case bases including the necessary Engineering section, with an overall aim of providing timely 1st and 2nd level support for server and application services, technical assets (e.g. servers, data storages etc.).
Update and modify system management, backup/restore and monitoring services, and support other System Technicians in planning both Incident and Problem Management functions based on scheduled and systematic analysis reviews.
Provide advice for upgrades, changes and modification on application services through Capacity Management studies, such as: system utilizations, limitations of operational devices, as they reach limitation thresholds and lifecycle effectiveness.
Support the integration, operation and maintenance of the BBN node and including the functions of the BGX LANs, with regards to the System Administration (SA) of the Hardware (HW) and Software (SW) of all assigned system servers to include MS Windows Servers and LINUX based systems with associated services (e.g. MS Exchange Server, MS WSUS and Enterprise Management Systems (EMS) servers, print and file servers, Anti-Virus Servers, Server Clusters, WEB based services, Storage Area Networks (SAN), Tape Backups and VMware Virtualization environments.
Assist Configuration Management process, by updating the Configurations Management Database (CMDB) and providing data to be tracked and included into the CMDB, and participate in any/all auditing, accounting and verification processes
Support the development of change and release plans, to include testing, rollout and rollback plans. Assists during the periodic testing of Disaster Recovery/Business Continuity Plans, and will provide recommendations on improvements for further developments.
Execute established and proper preventive maintenance plans for all server, systems and software components and will record all actions for historical purposes.
Assist in maintaining all technical and service oriented documentation pertaining to assigned server and systems are prepared properly stored and kept up-to-date.
Prepare Request for Changes on behalf of customer support, as it pertains to Incidents and Requests for Change management processes.
Review and test Standard Operating Procedures (SOPs) for Server and Client HW and SW troubleshooting, ensuring accuracy and standardization of implemented procedures.
Collect and validates systems and services performance metrics, optimizing performance. Assists Systems Section in the creation and execution of Service Improvement Plans (SIPs).
Collect analyses and forwards proposals for required service and technical underpinning support contracts through Section Technologist.
Support during the analysis of incident/ problem patterns and recovery action plans, which minimizes downtime of services.
Assist during actions required to maintain Alternate BOC, (Alt BOC) within the same standards as provided above.
Support BGX Training Deliveries by developing training sessions and workshops. Contributes as IT-Systems Trainer to internal and external trainings such as BICES System Administrator Trainings (BSAT) or internal Staff Trainings.
Perform other duties as may be required.

You may be required to travel for business purposes to NATO, national (NATO and non-NATO) and some Operational facilities (Both Inside and Outside of NATO boundaries). As well as this frequent travel between the NCIA offices may also be required.

Person Specification

Qualifications Required

The Successful candidate will hold, as a minimum, vocational training at a higher level in a technical subject with substantial Information Technology (IT) leading to professional qualifications, or, a High School Diploma or equivalent in a technical subject complemented by substantial Information Technology qualifications / accreditations.

In addition to this it would be considered highly desirable if you hold a Certification on IT Industry standards such as ITIL.

Experience Required

It is essential that the successful candidate holds, as a minimum, 5 years of post-related experience in 1st / 2nd line support; and can display knowledge, experience and capability in:
The operation the IT infrastructure (typically hardware, software
MS Windows 2008 Server, MS Windows 7, MS Exchange 2007/2013.
SUSE Linux Enterprise and Red Hat Server.
Maintaining MySQL, PostgreSQL and MS-SQL Databases.
Understanding, assessing and solving technical issues in a troubleshooting environment and under time pressure constraints.
The installation and maintenance of system software such as operating systems, hypervisors, data management products, office automation products and other utility software.
Virtual Server and SAN technologies (e.g. VMware ESXi).
The Preparation and maintain documentation, of a technical nature (e.g. configuration guides, diagrams, training preparations and SOPs).
The development, preparation and delivery of IT related trainings and workshops.

It would be considered highly desirable if you could display knowledge or experience of:
Knowledge of NATO IT security polices and experience in the installation, configuration, and maintenance of network based systems in accordance with NATO and/or national Security regulations.
NATO and national information technology security polices and experience in the installation, configuration, and maintenance of network based systems in accordance with NATO and/or national Security regulations.
Military Operations, with Coalition Operations experience highly desired.
Software development with experience in writing code/scripts and WEB design.

Competencies Required
Interpersonal Savvy - Relates well to all kinds of people—up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
Planning - Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.
Priority Setting - Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.
Decision Quality - Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Drive for Result - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.


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.

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.

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