3448 Senior Technician (Service Desk)

Required Security Clearance:
NATO SECRET

DUTIES AND ROLE

• Perform end-user support by providing timely and accurate IT Service Desk services such as incident management, problem escalation, remote assistance training and end-user guidance on NU. NR and NS network.
• Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant second-line support in case of performance degradation or downtime.
• Advise ITCS management on corrective action or procurement action required to correct detected weaknesses in system functionality.
• Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct second-line support area and to facilitate a short time-to-fix period.
• Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications including custom NATO software Applications.
• Perform On-Call level 1 service support either remotely or on site.
• Performs other duties as may be required.

SKILL, KNOWLEDGE & EXPERIENCE

• The candidate must have a currently active NATO SECRET security clearance.
• At least 1 year of recent experience, related to IT Service Desk functions.
• Detailed knowledge and working experience of Microsoft Windows Operating Systems.
• Detailed knowledge and working experience of the Microsoft Office 2010 Enterprise Edition (including Office Communicator 2007/Lync2010).
• Knowledge and working experience of Microsoft Windows Office SharePoint Server 2007/2010 from an end-user perspective.
• Good knowledge of network technologies including VPN, WiFi networks and mobile data communications (Bluetooth and GPRS/UMTS).
• Service minded attitude with a strong interest in working directly with users.