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Job Description - Senior Technician (Information Systems Administration) (190147)
Senior Technician (Information Systems Administration)-190147
Primary Location  Italy-La Spezia
NATO Body  NATO Communications and Information Agency (NCI Agency)
Schedule  Full-time
Salary (Pay Basis)  : 3,605.34Euro (EUR) Monthly
Grade B.4

NATO offers you more than a job. It gives you a mission: bringing together an alliance of 29 diverse nations to build peace and security to more than one billion citizens.

At the NCI Agency we are NATO's technology and cyber leaders. We help NATO Nations communicate and work together in smarter ways.
Our Vision: A fully digital NATO enterprise that ensures consultation and collective defence.
Our Mission:  Lead NATO's digital endeavor.
NCI Agency CIS Support Unit (CSU) Naples, located in Naples (ITA) enables end-to-end CIS services as it installs, operates, maintains and supports the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed. One of the three main datacentres in NATO is hosted in Naples and is supported by the CSU.
CSE La Spezia (ITA) provides CIS services to the NATO’s Centre for Maritime Research and Experimentation, and access to NATO CIS services and networks. CSE La Spezia installs, operates, maintains and supports the assigned set of CIS capabilities and has a service management function to interface with the Customer; it also contributes to Incident Management, Service Asset and Configuration Management (SACM), Change Management (Request for Change), User Complaint Management and Problem Management.


The NCI Agency is looking for a talented Systems Administrator to join us in La Spezia. If you possess relevant vocational training combined with experience within the area of Systems Administration and general background in maintenance of communications and information systems, we would like to meet you!


Role Responsibilities:
Under the direction of the identified line manager, the post-holder will perform duties such as the following:
  • Will be responsible for the health state of all Information Systems and Services supported by CSE La Spezia by following and applying all service support processes in place, ensuring that the levels of service availability and quality are permanently met as agreed with NCI Agency customers;
  • Contributes to the administration and maintenance of virtual infrastructure;
  • Supports all functional areas of CSE SP as part of a functional team; maintains a close liaison with other technicians and engineers throughout the AOR, as appropriate;
  • Supports Incident Management process, dispatching incidents to the relevant technical elements for resolution and performing operational impact assessment determining services affected and users impacted;
  • Monitors, controls and conducts first and, if required, second level troubleshooting of all data systems and services in support of CSE SP customers;
  • Contributes with IT support to Conferences, VTCs, Office Moves, Training sessions and other local services provided to the CSE SP customer;
  • Assists on Logistics to maintain up-to-date inventories of hardware and software assets;
  • Utilises automatic data processing devices and uses all available local and centralized service management tools to restore all services availability and quality at the agreed levels;
  • Participates in the development and delivery of the required on-the-job training to junior technicians and is responsible to assure all CSE SP technical staff hold the appropriate skills required to perform their tasks at the appropriate level;
  • Deputize for higher grade staff, if required;
  • Performs other duties as may be required.
Person specification

Qualifications required:
  • Vocational training at a higher level in a relevant discipline, or equivalent, or Diploma of secondary education with at least 5 years’ experience in the duties related to the function of the post;
  • ITIL foundation certification.
Experience required:
  • Prior experience in technical support and system administration in wired and wireless network environments;
  • Very good understanding of IT solutions & products based on Windows / Linux / VMware / Active Directory / Storage systems;
  • Good understanding of common Transmission Control Protocol (TCP)/Internet Protocol (IP) (HTTP / FTP / SMTP / DNS / DHCP / others);
  • 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. IT Service Management);
  • Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements. Proven success as an operational team lead and mentor;
Desirable Experience:
The ideal candidate will have all or some of the following:
  • Strong analytical, organizational, 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.
Competencies required:
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.
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.
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.
Following Instructions and Procedures - Appropriately follows instructions from others without unnecessarily challenging authority; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates commitment to the organisation; complies with legal obligations and safety requirements of the role.
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.
Professional Contacts:   
  • The incumbent may have contact with CSU Naples counterparts and with all CIS Support Units and NCIA subordinate elements.
Supervisory/Guidance Duties:
The incumbent may give professional guidance to staff.
Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices;
May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.
Language skills:
A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.
NOTE: Most of the work of the NCI Agency is conducted in the English language.
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.
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