Technician (Workstation Software Management)-150283

[afotakel]

https://nato.taleo.net/careersection/1/jobdetail.ftl

 

Job Description

Technician (Workstation Software Management)-150283

 

Primary Location Belgium-Brussels

 

Organizational Element  SERVICE OPERATIONS DIRECTORATE

Schedule  Full-time

 

Salary (Pay Basis)  : 3,529.71Euro (EUR) Monthly

Grade B.4

 

 

Description

:  

If you are a technician in the area of Workstation Software management with experience in the complete life cycle support of fixed and mobile workstations and applications installed on these and in the diagnosis and resolution of workstation hardware and applications problems as part of 2nd level service desk support, this position is ideal for you!

Role responsibilities:
 

The Workstation Management Team is a component of the User Services section within this Service Centre that provides Tier II support to the End-User community and is responsible for the lifecycle management of user accounts and access management.

 

You will reports directly to the Workstation Management Team Lead under the overall direction of the Head, User Services Section. You will need to work in close collaboration with other members of this team and must maintain collaborative relationship with all sections of CIS Support Brussels and other support staff to ensure full compliance with all necessary architectural, technical and security standards. You will contribute to an atmosphere of mutual respect, personal accountability and professional support.

In this position, you will perform duties such as the following:

 

• Providing second line (occasionally first line) workstation support to the Service Centre;
• Performing diagnoses and resolving workstation and third-party software incidents and problems;
• Advising and recommending relevant improvements and modifications to the HQs workstation configurations;
• Installing, replacing, modifying and configuring workstation operating systems and Commercial Off-The-Shelve (COTS) software;
• Packaging, testing and troubleshooting automated software installations, patches and updates;
• Support the conduct of routine Active Directory User and Group administration procedures, including, but not limited to, user/group account creation and modification;
• Troubleshoot and resolving user administration incidents, such as permissions and password problems;
• Acting as a Subject Matter Expert;
• Ensuring that all actions taken are accurately documented in accordance with the ITIL standards & procedures;
• Maintaining information in an asset management database with all relevant workstation information;
• Writing procedures and technical documentation to be shared with other CSU staff members;
• Writing, testing and using software scripts automating repetitive work or in response to “data mining” requests;
• Monitoring workstation performance and configurations to proactively resolving potential issues;
• Liaising with support companies for reporting and follow-up of issues and faults;
• On a rotational basis act in the role of Brussels Duty Officer, including nights and weekends, to identify and address potential major incidents that necessitate emergency interventions;
• Working rapidly and accurately with minimal supervision in a demanding and dynamic environment, evaluating and responding rapidly and accurately to multiple tasks and unexpected situations under pressure;
• Performing any other related duty as necessary.

 

 

 

Person specification

Qualifications required:

We are looking for a candidate with a higher level technical education in a relevant discipline, complemented with training in workstation management, software packaging and/or software development or equivalent through extensive professional experience.

Experience required:

In addition to 5 years recent experience with workstation management activities in a large scale ICT service-oriented environment, you will also have:

 

 

• Be knowledgeable in software tools used for large scale ICT Service Management (e.g. Symantec Altiris, Microsoft SCCM, VMWare Service Manager, BMC ITSM);
• Knowledge of current Windows operating systems and common Windows desktop applications, (MS Office, Internet Explorer, Java, Lync, Adobe Acrobat, etc.);
• Have a very good general working knowledge of IT hardware and auxiliary computer equipment, such as printers and scanners;
• Have a broad knowledge of computer network technology in a Microsoft Windows environment;
• Have a broad knowledge of IT administration tools such as Active Directory and  ACL administration;
• Good knowledge and experience with the implementation and support of workstation and application virtualisation technology and techniques;
• Knowledge and experience with the support of Wireless Networks;
• Good understanding of LAN security, Internet security and protection mechanisms;
• Good communication skills.
   
   
  The following will be considered as an advantage:
   
• A certification relevant to workstation management;
• Knowledge of mainstream ICT technologies, such as Active Directory, Group Policy, MS Exchange, Antivirus, DHCP, DNS.;
• Knowledge of database principles and SQL;
• Knowledge of scripting language (PowerShell);
• ITIL v3 foundation certificate.

 

 

Competencies required:

 

We are looking for a person who demonstrates the following behavioural competencies:

 

 

• 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.
• 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.
• Planning and Organising - Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
• 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.
• 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.

 

Language skills:

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.

 

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.