Senior Technician (ICT Systems Operations, Administration)

Spektrum•Norfolk, VA

3h•Onsite

About The Position

Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you. Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects. Who we are supporting The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium. The NCIA provides a wide range of services, including: Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats. Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations. Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces. Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks. Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers. Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities. The program Assistance and Advisory Service (AAS) The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V. To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce. Role ID – C004603

Requirements

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);
Service Desk management, including incident and problem processing, change request processing, availability management and user interaction;
Coordination of appropriate and timely responses, including channeling requests for help to appropriate work centers for resolution, monitoring progress and keeping users apprised of progress;
A+ Fundamentals (Hardware / Software).

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 Management 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;
Must be able to engage professionally in a multi-National environment working with VIPs.