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Senior Technician (CIS Operations Control)

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Senior Technician (CIS Operations Control)-190225
Primary Location Netherlands-Brunssum
NATO Body NATO Communications and Information Agency (NCI Agency)
Schedule Full-time
Salary (Pay Basis) : 3,948.47Euro (EUR) Monthly
Grade B.4
3000 people are working 24/7 to protect 1.5 billion citizens. We serve 29 nations by defending its networks, and providing real life support to NATO operations and missions. We connect the Alliance. We are leading IT professionals. We are NCI Agency.
The NCI Agency is looking for a talented Senior Technician (CIS Operations Control). In this role, you will be responsible for monitoring the status of CIS networks and systems, responds to queries, incident reports and other requests from users and Agency's Ops Centre. If you possess relevant education, at least 5 years of relevant experience, and keep abreast of new technology, we would like to meet you!
Role Responsibilities
The Service Operations Branch (SOB) is responsible for providing local support to the provision of CIS services in direct support of local and remote customers in accordance with SLAs and other agreements.
Under the direction of Section Head CIS Operations Control, you will perform duties such as the following:
  • Investigate and resolve technical issues with a systematic approach;
  • Support your superiors and recommends technical solutions;
  • Monitor the status of CIS networks and systems, responds to queries, incident reports and other requests from users and Agency's Ops Centre;
  • Support and ensure coordination, work and information flow in regards to Service Operation within AOR of the CSU;
  • Supervise the monitoring and responding to Events and alerts from network management systems, initiate incident reports and coordinate out-of-hours fault management activities;
  • Assist the NCI Agency Operations Centre/Centralized Service Desk and CSU work centres with system fault resolution;
  • Deputises for higher authorities, if required;
  • Perform other duties as may be required.
Person Specification
Qualifications Required
We are looking for a candidate with a vocational training at higher level in a relevant discipline, or equivalent or Diploma of secondary.
Experience Required
In addition to at least 5 years’ experience in a related field, you will have:
  • Knowledge and experience in Incident and Problem Management processes and experience in this area;
  • Proven experience in IT Infrastructure and System Software;
  • Extensive experience in end user support in general;
  • Experience of system administration;
  • Familiar with ITIL processes and procedures;
  • Experience in office communication and information systems.
It is considered highly desirable if you can demonstrate:
  • 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
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.
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.
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.
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.
Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCI Agency offices.
May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.
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: 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. 

We appreciate your patience.
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