Technician (User Support)

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Technician (User Support)-150429

Closing Date 16^th November 2015

Primary Location Italy-Sigonella

 

Organizational Element NATO COMMUNICATIONS AND INFORMATION AGENCY (NCI Agency)

Schedule Full-time

 

Salary (Pay Basis) : 3,110.70Euro (EUR) Monthly

Grade B.3

 

 

Description

:  

NCI Agency is looking for an experienced User Support Technician with good communication skills. You are to have experience in Desktop Service installation, configuration and troubleshooting, as well as test and evaluate supported hardware and software. Experience in monitoring changes in Desktop Service lifecycle configuration is also required. The services are provided via an Incident Support Request system where experience is also required.

 

If you have a higher secondary education or completed higher vocational training in a related field leading to formal technical or professional certification and at least three years of related experience you are encouraged to apply.

 

Role responsibilities

This post is situated within the NCI Agency CIS Support Group (CSU) and will report to the Branch Head of Service Operations and Support (SOSB). As part of the SOSB team you will manage the daily operations and assigned technicians providing real-time customer support. You will also coordinate and direct service desk technical support activities ensuring immediate response to user issues.

 

The User Support Technician will perform the following duties:

• Executing assigned work orders, often under the direction and guidance of centralized services, to provide local intervention to assure Service Level Agreements (SLA) targets are sustained. 
• Performing advanced analysis and troubleshooting of Desktop Services. 
• Performing testing and evaluation of supported hardware and software. 
• Monitoring and recommending changes in Desktop Service lifecycle configuration to enhance the customer experience. 
• Support team members through collaborative actions to enhance the customer experience. 
• Perform corrective actions, under direction of the Section Head, to support Problem Management. 
• Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment. 
• Perform other duties within the NCI Agency’s area of business as may be required.

The Technician User Support will also be responsible for promotions and maintains professional contacts with co-workers, within organisation element and the Agency, and on occasion with staff in other NATO organisation and external body.

 

Person specification

 

Qualifications Required

• Higher Secondary education, or
• Completed higher vocational training in a related field leading to a formal technical, or
• Professional certification with three years related experience.

Desirable Courses

• Formal qualification in PC hardware repair and configuration. 
• Formal training in local area network.

Experience Required

Three years of experience in related filed, accompanied by Professional certification.

 

Desirable Experience

• Knowledge of policy, procedures, and organisation of NATO CIS. 
• Working knowledge of ITIL processes and procedures. 
• Experience in working in a Service desk environment. 
• Prior experience of working in an international environment comprising both military and civilian elements.
• Knowledge of NATO responsibilities and organization, including Allied Command Operations and Allied Command Transformation.

Competencies required

- Peer Relationships – Can quickly find common ground and solve problems for the good of all; can represent his/her own interested and yet be fair to other groups; can solve problems with peers with a minimum noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers;

- 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;

- Informing - Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or the organization; provides individuals information so that they can make accurate decisions; is timely with information;

- Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers;

- 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;

- Listening - Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when the successful candidate disagrees.

 

Language skills

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 and the host nation language 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