EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
· 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
· Provide superior customer service experience utilising effective communication techniques
· 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
