Project Implementation Support

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

·         Technical Proficiency:

ü  Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune

ü  Familiarity with Microsoft 365 services and tools, including Outlook, MS Teams, SharePoint Online, and OneDrive for Business

·         Automation Skills:

ü  Experience with PowerShell scripting to automate routine support tasks

ü  Proficiency in using Power Automate to create workflows and automate repetitive processes

ü  Ability to identify and implement automation opportunities to enhance efficiency

·         Others:

ü  Must have the nationality of one of the NATO nations

·         Early Lifecycle Support

ü  Guide users through the enrolment guide for each of the end-devices (laptops, tablets, mobile phones, iPads)

ü  Provide user-support for self-enrolment process

ü  Provide user-support for users seeking technical assistance from IT Kiosk

ü  Perform troubleshooting through diagnostic techniques and pertinent questions

ü  Training users in best practices

ü  End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones)

ü  Direct unresolved issues to the next level of support

ü  Liaise with other NCIA Business Areas concerning incident resolution and request fulfilment

ü  Pass on any feedback or suggestions by users to the appropriate internal channels

·         Admin and logistic support

ü  Provide IT administrative tasks like account resets, attendance updates, issue log updates, and updates to the CMDB

ü  Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops

·         Continuous Improvement:

ü  Identify areas for improvement in the enrolment process, documentation, and best practices

ü  Proactively identify potential vulnerabilities and coordinate preventive measures

ü  Contribute to the knowledge base of the implementation team

ü  Ensure all information and registers are accurate and up-to-date