C004373 Senior Technician CSD (NS) - FRI 17 Oct

Deadline Date: Friday 17 October 2025

Requirement: Senior Technician CSD

Location: Mons, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 350

Required Start Date: 24 November 2025

End Contract Date: 31 December 2025

Required Security Clearance: NATO SECRET

Duties & Role:

Under the direction of the ESOC Centralised Service Desk Section Head, but largely under own initiative, the incumbent will cover the following duties:

• Perform end-user support by providing timely and accurate IT Service Desk services such as incident management, problem escalation, remote assistance training and end-user guidance on NU. NR and NS network
• Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant second, line support in case of performance degradation or downtime
• Advise ITCS management on corrective action or procurement action required to correct detected weaknesses in system functionality
• Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct second-line support area and to facilitate a short time-to-fix period
• Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications including custom NATO software applications
• Support in planning and conducting exercises
• Perform level 1 service support either remotely or on site.

• Performs other duties as may be required.

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher Secondary education or completed higher vocational training in a related field leading to a formal technical or professional certification with 3 years related experience.
• Minimum 1-year experience in Service Desk Operations within the last three years.
• Knowledge of service operations, processes, service delivery, reporting, and continuous improvement;
• Extensive experience in end user support in general;
• Experienced in usage of ITSM tools such as BMC Remedy, Jira, Service Now, etc.;
• Knowledge of, and experience in, installation, maintenance and troubleshooting of MS Windows 10, MS Office, Visio, Microsoft Edge;
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);
• Experience of Outlook configuration, administration, and troubleshooting in MS Active Directory and Exchange;
• Good knowledge of network technologies including VPN, WiFi networks and mobile data communications;
• Knowledge to create workflows, process flows and Knowledge Base documentations periodically. Establish regular checks and ensure to update them before expiration;
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload;
• Good written and verbal communication skills with the ability to present complex issues in a clear manner to different levels of audience.
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload.
• Prior experience of working in an international environment comprising both military and civilian elements;

Desirable Experience and Education:

• Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network;
• Security, SCCM software deployment, SCCM remote desktop management;
• ITIL Foundation;
• Competency in call centre tracking tools;
• Prior experience supporting customers in use of application software;
• Proficiency in using support software tools;
• Customer service orientation and/or prior customer service training;
• Strong experience with automating IT tasks and processes and procedures;
• Knowledge of the NCIA;
• General knowledge of NATO responsibilities and organization.