Senior Support Technician (NATO-NCIA)


Sapienza Consulting is recruiting a Senior Support Technician to join NATO – NCIA, at Mons, Belgium.

Responsibilities of the Senior Support Technician

Under the direction of more senior staff, the incumbent will perform duties such as the following:

  • Provides superior customer service and responsiveness that inspires confidence with the customer
  • Applies advanced problem-solving skills and experiences in problem fault resolution
  • Utilises and maintains standard operating procedures, processes and support documentation
  • Establishes strong working relations with customers and team members
  • Advises and assists to less experienced analysts
  • Validates and assures escalation processes are monitored for SLA compliance
  • Engages other Service Lines, branches, corporate groups and service desks to improve service quality and SLA delivery
  • Works (possibly) on shift or extended working hours
  • Deputize for higher grade staff
  • Performs other duties as may be required

Profile of the Senior Support Technician

  • Vocational training at a higher level in a relevant discipline, or equivalent, or Diploma of secondary education
  • Minimum 3 to 5 years’ experience in Service Desk Operations within the last ten years
  • Extensive knowledge of and experience in the installation, maintenance and troubleshooting of MS Windows 7, MS Office, Visio, MS Project and Internet Explorer
  • Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN)
  • Extensive experience in end user support in general;
  • Excellent communication skills
  • Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload
  • Extensive experience in performing user administration in MS Active Directory and Exchange
  • Experience of Outlook configuration and administration and troubleshooting in an MS exchange environment
  • Must hold NATO Security Clearance
  • Fluent business English; knowledge of another NATO member-state language is an asset

Desirable Experience and Education of the Senior Support Technician

  • Prior experience of working in an international environment comprising both military and civilian elements
  • Knowledge of NATO responsibilities and organization, including ACO and ACT
  • 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 Service Operations
  • 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

Candidates must be eligible to work in the EU

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