Senior Technician (ICT Systems)

EXPERIENCE AND EDUCATION: Essential Qualifications/Experience: · Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience · Detailed knowledge of Local Area Network (LAN) and Wide Area Network (WAN) communications, router/switch based networks and routing 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 pressure constraints · 2+ years recent practical experience within a CIS Service Operations environment · 2+ years recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems and Microsoft Office applications · Recent working knowledge of TCP/IP Protocols and Standards Desirable Qualifications/Experience: · Knowledge of policy, procedures, and organisation of NATO CIS · Experience in maintaining and operating NATO crypto equipment · Experience in working in a Service Desk environment · Certification or qualification in PC hardware repair and configuration · Formal training in Local Area Networks (LAN) · Prior experience of working in an international environment comprising both military and civilian elements · Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT) DUTIES/ROLE: · Execute assigned work orders, often under the direction and guidance of centralised services, to provide local intervention to assure SLA targets are sustained · Provide superior customer service experience utilising effective communication techniques · Install and configure Desktop Services · Install, operate, protect, maintain and support all local Voice and Data communication, Network, Audio/Video and VTC equipment · Install, operate and maintain Routing and Switching equipment, VoIP and VTC infrastructures and circuits · Perform advanced analysis and troubleshooting of Desktop, Communications and Network Services, in support of incident management processes · Perform testing and evaluation of supported hardware and software (firmware and drivers) · Perform Incident Support Request lifecycle services affecting end-users (i.e. creating, reporting, tracking, resolving and closing Incidents) · Support team members through collaborative actions to enhance the customer experience · Perform corrective actions, under direction of the Branch Head, to support Problem Management · Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment · Take part in a Duty Support Shift, which may operate on a 24/7 basis · Deputise for higher-grade staff, if necessary · Perform other duties within the NCI Agency's area of business as may be required