Senior Technician (ICT Systems)

• Higher vocational training in a relevantdiscipline with 2 years post-related experience. Or a secondary educationalqualification with 4 years post-related experience
• Detailed knowledge of Local Area Network (LAN)and Wide Area Network (WAN) communications, router/switch based networks androuting protocols, with specific expertise on Cisco products and technologies
• Ability to understand, assess and resolve technical issues in a trouble-shooting environment and under time pressureconstraints
• 2+ years recent practical experience within a CISService Operations environment
• 2+ years recent practical experience ofconfiguring, installing and troubleshooting industry standard desktop Windows OperatingSystems and Microsoft Office applications
• Recent working knowledge of TCP/IP Protocols andStandards

DesirableQualifications/Experience:

• Knowledge of policy, procedures, and organisationof NATO CIS
• Experience in maintaining and operating NATOcrypto equipment
• Experience in working in a Service Deskenvironment
• Certification or qualification in PC hardwarerepair and configuration
• Formal training in Local Area Networks (LAN)
• Prior experience of working in an internationalenvironment comprising both military and civilian elements
• Knowledge of NATO responsibilities andorganization, including Allied Command Operations (ACO) and Allied Command Transformation(ACT)

DUTIES/ROLE:

• Execute assigned work orders, often under thedirection and guidance of centralised services, to provide local interventionto assure SLA targets are sustained
• Install and configure Desktop Services
• Install, operate, protect, maintain and supportall local Voice and Data communication, Network, Audio/Video and VTC equipment
• Install, operate and maintain Routing andSwitching equipment, VoIP and VTC infrastructures and circuits
• Perform advanced analysis and troubleshooting ofDesktop, Communications and Network Services, in support of incident managementprocesses
• Perform testing and evaluation of supportedhardware and software (firmware and drivers)
• Perform Incident Support Request lifecycleservices affecting end-users (i.e. creating, reporting, tracking, resolving andclosing Incidents)
• Support team members through collaborativeactions to enhance the customer experience
• Perform corrective actions, under direction ofthe Branch Head, to support Problem Management
• Contribute to recommendations to the ContinuedService Improvement, and/or procurement processes for Operations and Maintenance(O&M) of approved equipment
• Take part in a Duty Support Shift, which mayoperate on a 24/7 basis
• Deputise for higher-grade staff, if necessary
• Perform other duties within the NCI Agency's areaof business as may be required