3147 IEMS Support Engineer (Service Desk)

Required Security Clearance:
NATO SECRET

We envision the above activities to be delivered by one Support Engineer (L1 Support) that will be part of a team providing Technical Level 1 and Level 2 support and overall IEMS support to SHAPE.

This role is critical for maintaining efficient IT support operations, ensuring users receive timely and effective assistance with IEMS Applications services.

The proposed person to deliver these services should be a motivated engineer with strong problem-solving skills, full proficiency in English, and a passion for customer service.

SCOPE OF WORK
End-User Support
Under the direction / guidance of the local NCIA Service Delivery Manager or the NCIA Service Area Owner, the following activities will be supported:

• Provide first-level support for end-user queries.
• Troubleshoot and resolve software issues, ensuring minimal disruption to users.
• Troubleshoot and resolve software problems, ensuring efficient use and problem resolution.

Incident Logging And Tracking

• Log and track support incidents using the helpdesk ticketing system.
• Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.

Escalation

• Escalate complex issues to Level 2 support or appropriate teams when necessary.
• Follow up on escalated issues to ensure timely resolution and user satisfaction.

Knowledge Base Management

• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
• Share knowledge and best practices with team members to improve overall service quality.

User Education

• Provide users with guidance and training on best practices for using IEMS.
• Promote self-service tools and resources to empower users and reduce support requests.

Technical

• Controlling, managing and providing access to the restricted areas managed by the branch.
• Controlling and checking on compliance with security regulations laid down by SHAPE and NATO on the use of classified hardware at directorate level.
• Ensuring the proper functionality and security of classified hardware used by the branch and maintaining the inventory thereof.
• Monitoring SHAPE LANs managed by the NCIA by Identifying and reporting any problems with the SHAPE networks (PAN/NS/ future ITM) used by the branch.
• Ensuring maintenance of IT hardware for which the branch is responsible and which is not covered by the NCIA or by a maintenance contract.
• Ensuring the maintenance and management of network infrastructure (Energy Management System/Intrusion Alarm Management System/Fire Alarm Management/CAD/ BMS) managed by the branch.
• Maintaining system documentation.

Communication And Collaboration

• Communicate effectively with users to understand their issues and provide clear instructions.
• Collaborate with IT teams to resolve issues and improve service delivery.

SKILL, KNOWLEDGE & EXPERIENCE
The support activities require an experienced (5 years' experience) Support Engineer (L1 Support) with the following qualifications:

Technical Proficiency

• Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads.
• Working knowledge of Oracle databases 11g and 12c
• Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
• Working knowledge of Veeam backup and Kelio.

Problem-Solving Skills:

• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
• Ability to guide users through problem-solving steps effectively.

Communication And Interpersonal Skills

• Excellent verbal and written communication skills.
• Full proficiency in English. French language proficiency is of advantage.
• Ability to communicate technical information to non-technical users in a clear and concise manner.

Customer Service Orientation

• Strong customer service focus with a commitment to user satisfaction.
• Patience and empathy when dealing with user issues and concerns.

Organizational Skills

• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records.

Team Collaboration

• Ability to work effectively as part of a team and share knowledge and resources.
• Willingness to collaborate with colleagues to solve complex issues.

Others

• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
• The candidate must have the nationality of one of the NATO nations.
• The candidate must possess a NATO Secret Security Clearance or national equivalent.

This is a condensed version of the job description. A full, detailed job description will be provided during the application process.