C004624 Senior Technician (Technical Coordination) (NS) - WED 11 Feb

EMW•Norfolk, VA

23h•Onsite

About The Position

Specialist advice Provides detailed and specific advice regarding the application of their specialism to the organisation's planning and operations. Actively maintains knowledge in one or more identifiable specialisms. Recognises and identifies the boundaries of their own specialist knowledge. Where appropriate, collaborates with other specialists to ensure advice given is appropriate to the organisation's needs. Knowledge management Maintains knowledge management systems and content to meet business needs. Supports others to enable them to complete knowledge management activities and form knowledge management habits. Supports changes to work practices to support capture and use of knowledge. Reports on the progress of knowledge management activities. Configures and develops knowledge management systems and standards. Availability management Analyses service and component availability, reliability, maintainability and serviceability. Contributes to the availability management process and its operation. Performs defined availability management tasks. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures. Incident management Provides first line investigation and gathers information to enable incident resolution and allocate incidents. Advises relevant persons of actions taken. Problem management Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures. Customer service support Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. Maintains records, informs users about the process and advises relevant persons of actions taken.

Requirements

NATO Secret security clearance
Higher vocational training in a relevant discipline with 1 years post related experience. Or a secondary educational qualification with 3 years post-related experience.
At least 1 year of practical experience in supporting the implementation and maintenance of ICT end systems within a large organization.
Experience configuring hardware and software.
An understanding of ICT systems and the ability to work independently.
Incident management (USUP) Level 4
Problem management (PBMG) Level 3
Customer service support (CSMG) Level 3
Specialist advice (TECH) Level 4
Availability management (AVMT) Level 4
Knowledge management (KNOW) Level 3
A thorough knowledge of English, both written and spoken, is essential.

Nice To Haves

Higher vocational training in a relevant discipline with 2 years post related experience. Or a secondary educational qualification with 4 years post-related experience.
At least 2 years practical experience of implementation and maintenance of ICT end systems within a large organization.
Extensive experience configuring hardware and software.
A strong understanding of ICT systems and the ability to work independently to solve problems.
Practical experience troubleshooting technical issues and providing technical support to end-users.

Responsibilities

Provides detailed and specific advice regarding the application of their specialism to the organisation's planning and operations.
Actively maintains knowledge in one or more identifiable specialisms.
Recognises and identifies the boundaries of their own specialist knowledge.
Collaborates with other specialists to ensure advice given is appropriate to the organisation's needs.
Maintains knowledge management systems and content to meet business needs.
Supports others to enable them to complete knowledge management activities and form knowledge management habits.
Supports changes to work practices to support capture and use of knowledge.
Reports on the progress of knowledge management activities.
Configures and develops knowledge management systems and standards.
Analyses service and component availability, reliability, maintainability and serviceability.
Contributes to the availability management process and its operation.
Performs defined availability management tasks.
Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
Implements arrangements for disaster recovery and documents recovery procedures.
Conducts testing of recovery procedures.
Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
Advises relevant persons of actions taken.
Investigates problems in systems, processes and services.
Assists with the implementation of agreed remedies and preventative measures.
Responds to common requests for service by providing information to enable fulfilment.
Promptly allocates unresolved calls as appropriate.
Maintains records, informs users about the process and advises relevant persons of actions taken.