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Senior Technician (Information Systems Administration)

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Job Description - Senior Technician (Information Systems Administration) (190366)
Senior Technician (Information Systems Administration)-190366
Primary Location  United Kingdom
NATO Body  NATO Communications and Information Agency (NCI Agency)
Schedule  Full-time
Salary (Pay Basis)  : 3,517.03Pound Sterling (GBP) Monthly
Grade B.4

This is a position within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).


We are the NATO's IT Agency serving 29 nations by deploying and defending its networks, and providing real life support to its operations and missions. We are working around the clock safeguarding the freedom and security of nearly 1 billion citizens.


Do you have extensive experience of configuring, installing and troubleshooting Windows Operating Systems? Do you have in depth, practical knowledge of PC hardware systems networking and TCP/IP protocols? Do you have experience working in a CSI Service Operations environment?  


If the answer is yes, this position is ideal for you.


NATO Communications and Information Agency (NCI Agency) is looking for a Senior Assistant (Information Systems Administration) to work under our CIS Support Unit (CSU) Northwood, based in our CIS Support Element (CSE) Molesworth. ((NB. This post is based in Molesworth UK))  As the Senior Technician you will be responsible for local Level 1 and some Level 2 support of assigned systems at Molesworth as directed by the relevant Service Owner; which will include Level 1 and 2 support, and the management of NCI Agency’s incident and change management processes in relation to customers of the CSE Molesworth. You will also be performing installations, and assisting Cyber and Logistics teams in service of customers.


Role Responsibilities


This is a position within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).


The Office of the Acquisition Director acts as Acquisition Executive for the Agency, as delegated by the General Manager. It serves as the Competition Advocate and Source Selection Authority with unlimited signature authority for contractual instruments.


CIS Support Unit (CSU) Northwood, located in Northwood (GBR) 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. CSE Molesworth is a subordinate unit to CSU Northwood and is responsible for local Level 1 and some Level 2 support of assigned systems at Molesworth as directed by the relevant Service Owner.  For day-to-day operations CSE Molesworth will function as a team within CSU Northwood’s Service Operations Branch (SOB).


Under the management and guidance of the Commander, CSU Northwood, but largely on your own initiative, you will perform duties such as the following:


  • Providing Level 1, some Level 2 support of end-user ICT assets in accordance with Agency processes and procedures;
  • Recording all work carried out in the NCI Agency’s EPM system;
  • Assist Head CSE Molesworth to carry out tasking in accordance with NCI Agency’s Incident and Change Management processes, including recording all activity in ITSM as well as maintaining configuration control;
  • Keeping the CSU Northwood Incident Manager apprised of any unexpected developments, including reasons why a particular incident cannot be resolved and forecast for resolution;
  • Liaising with other sections within CSU Northwood as required in order to carry out your responsibilities to deliver Level 1 and 2 support;
  • Assist CSU Northwood’s Cyberspace Security Team in carrying out crypto and cyberspace as required;
  • Assist Head CSE Molesworth in carrying out end-to-end NATO CIS logistics services to Molesworth
  • Assist Head CSE Molesworth in contributing to the Unit’s continual service improvement procedures and to the NCI Agency continual service improvement process;
  • Engaging regularly with Customer(s) including providing feedback on service performance as required by local agreements.
  • Assist Head CSE Molesworth in contributing to any updates of agreements between the customer(s) and the NCI Agency as required by the Branch Head and in consultation with the CSU’s Head of CRM;
  • Perform other duties within the NCI Agency’s area of business as may be required.



Person Specification


Qualifications Required


To be considered qualified for this post you must hold vocational training, at a higher level, in a relevant discipline such as Information Technology or Communications; ideally supplemented by formal industry recognised certifications in PC Hardware repair and configuration and in LAN/WAN networks.



Experience required:


In addition to the above qualifications, you must hold at least 5 years of experience in progressively responsible IT support positions; and within this be able to display experience of working within a DIS Service Operations Environment.


In addition it would be considered essential that you are able to demonstrate:

  • Recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems;
  • Relevant recent experience in PC Hardware Systems, with a good understanding of Intel x64 bit systems configuration and performance monitoring;
  • Good working knowledge of TCP/IP Protocols and Standards;
  • Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages)


Further to this, it is highly desirable if you are able to display:

  • Knowledge of policy, procedures, and organisation of CIS;
  • Working knowledge of ITIL processes and procedures;
  • 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


  • 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 or process owners; 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.


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.



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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