Senior Technician; ICT Systems

Position: Senior Technician (ICT Systems)
Qualifications

Higher vocational training in a relevant discipline with 2 years post‑related experience. Or a secondary educational qualification with 4 years post‑related experience
Detailed knowledge of Local Area Network (LAN) and Wide Area Network (WAN) communications, router/switch based networks and routing protocols, with specific expertise on Cisco products and technologies
Ability to understand, assess and resolve technical issues in a trouble‑shooting environment and under time pressure constraints
2+ years recent practical experience within a CIS Service Operations environment
2+ years recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems and Microsoft Office applications
Recent working knowledge of TCP/IP Protocols and Standards

Desirable Qualifications/Experience

Knowledge of policy, procedures, and organisation of NATO CIS
Experience in maintaining and operating NATO crypto equipment
Experience in working in a Service Desk environment
Certification or qualification in PC hardware repair and configuration
Formal training in Local Area Networks (LAN)
Prior experience of working in an international environment comprising both military and civilian elements
Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT)

Duties/Role

Execute assigned work orders, often under the direction and guidance of centralised services, to provide local intervention to assure SLA targets are sustained
Install and configure Desktop Services
Install, operate, protect, maintain and support all local Voice and Data communication, Network, Audio/Video and VTC equipment
Install, operate and maintain Routing and Switching equipment, VoIP and VTC infrastructures and circuits
Perform advanced analysis and troubleshooting of Desktop, Communications and Network Services, in support of incident management processes
Perform testing and evaluation of supported hardware and software (firmware and drivers)
Perform Incident Support Request lifecycle services affecting end‑users (i.e. creating, reporting, tracking, resolving and closing Incidents)
Support team members through collaborative actions to enhance the customer experience
Perform corrective actions, under direction of the Branch 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
Take part in a Duty Support Shift, which may operate on a 24/7 basis
Deputise for higher‑grade staff, if necessary
Perform other duties within the NCI Agency's area of business as may be required

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