Senior Technician; ICT Systems Operations, Administration and Maintenance NATO securi
Would you like to join the leading international intergovernmental organization?
We are seeking a dedicated and customer-focused Senior ICT Technician to join the User Support Section at CSU Norfolk. In this frontline role, you will be the face of IT support, providing critical Level 1 and Level 2 technical assistance to a diverse, multinational customer base, including high-profile VIPs. You will be responsible for ensuring the smooth operation of computer systems, resolving incidents efficiently, and maintaining a high standard of customer service in a dynamic environment.
Responsibilities- Delivers first call resolution in accordance with Standard Operating Procedures (SOP).
- Performs Level 1 forward support for incidents and request fulfilment in accordance with applicable SOPs.
- Escalates incidents to Level 2 support as necessary.
- Installs and maintains CIS assets for CSU Norfolk and supported customers.
- Installs and maintains Software on LAN workstations.
- Records all actions pertaining to CIS support in the approved ticket management system.
- Adheres to Technical Assistance Center SOP.
- Provides status updates for assigned requests via the approved ticket management system.
- Follows-up with users on completed requests prior to closing associated tickets.
- Contributes to accountability of CIS assets.
- Escalates User Complaint Management and Problem.
- Reports to TAC Cell Head.
- Executes pro‑activeness for all requests assigned to User Support Section.
- Adheres to work schedule, providing support by engaging directly with the customer.
- Installation, operation and maintenance of computer systems on local area networks (LAN).
- System administration and maintenance of computers running Microsoft Windows 10.
- Installation, operation and maintenance of commercial off the shelf (COTS) equipment (i.e. desktop and laptop computers, printers).
- Experience with ITSM ticket systems to track and close incidents, request fulfilment (work orders) and changes, monitoring progress and keeping users apprised of progress.
- A+ Fundamentals (Hardware / Software).
If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.
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