Technician (Service Desk) – English/French Speaking

Who we are:

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCIA) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCIA, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCIA, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in Brussels, Belgium, you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join CSU Brussels, which is primary Information, Communications and Technology (ICT) service provider for 24/7 support to the Secretary General, the International Staff (IS), the International Military Staff (IMS) and other Customers in the NATO Headquarters in Brussels. CSU Brussels enables end-to-end CIS services as it installs, operates, maintains and supports the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed.

We are looking for a driven and enthusiastic Technician (Service Desk) who will take on the following roles and responsibilities:

• Maintains a knowledge management database.

• Follows agreed procedures to identify and resolve issues with applications.

• Uses application management software and tools to collect agreed performance statistics.

• Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning.

• Provides first line investigation and gathers information to enable incident resolution and allocate incidents.

• Acts as the routine contact point, receiving and handling requests for support.

• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.

For a full list of duties, please review the job description on the NCIA career site.

About you:

The valuable knowledge and experience that you bring to this role are:

• Higher vocational training in a relevant discipline with 1 years post-related experience. Or a secondary educational qualification with 3 years post-related experience.

• Knowledge of and experience in the installation, maintenance and troubleshooting of OS Windows, 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);

• Experience is demanding customer facing roles and in end-user support in general;

• Experience in performing user administration in MS Active Directory and Exchange;

• Experience of Outlook configuration and administration and troubleshooting in an MS exchange environment;

• Competency in call centre tracking tools;

• Prior experience supporting customers in use of application software;

• Proficiency in using support software tools;

• Experience with automating IT tasks and processes and procedures;

• Fluency in English, both written and spoken.

NOTE: While most of the work of the NCIA is conducted in the English language, this post requires a thourough knowledge of English (understanding, speaking, writing) and good knowledge of French (understanding, speaking). 

What we offer:

• Genuinely meaningful work as part of the most successful alliance in history;

• 5 year contract with competitive tax-free salary and household and children’s allowances;

• Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;

• Excellent private health insurance scheme;

• Generous annual leave of 30 days plus official holidays;

• NATO Pension Scheme;

• Development programs such as professional training, wellbeing, and more

   

To learn more about NCIA and our work, please visit our website. 

The NCIA prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability. 

Additional details on the conditions of application can be found via the NCIA career site.