Service Desk Technician

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Duties and Responsibilities

• Provide 1st level ICT support to users via available communication channels: telephone, Service Management systems, email or walkin KIOSK
• First Contact Resolution (1st line resolution)
• Troubleshoot and resolve software and hardware issues in a broad range of IT products and services including (but not limited to):
• Laptops: VPN connectivity, Microsoft products, Business Applications
• Mobile devices (phones & tables): MDM platforms, work environment applications, enrolment and configuration of devices
• User Access Management
• Staging laptops and enrolment for new users / replacement
• Management of Service Management tickets
• Incident Management
• Service Request Management
• Coordinates and conducts work to meet quality targets
• Able to work with limited supervision
• Perform other duties as may be required

Competencies or Personal Attributes:

• Relating and Networking - Easily establishes good relationships with users and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others
• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way;
• Consistently achieves project goals
• Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences
• Communication Skills – Good diplomacy and tact

Essential Skills and Experience

• Relevant Service Desk 1st level support experience is a must
• Extensive knowledge of Microsoft desktop applications and OS
• Extensive knowledge of Service Desk ticketing tools (BMC Remedy)
• Extensive knowledge of VPN software and VPN troubleshooting
• Minimal Mobile Device Management (MDM) knowledge required

Education

• Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience

Language Proficiency

• Business English
• Knowledge of French is desirable

Working Location

• Brussels, Belgium

Working Policy

• On-Site
• Normal working hours with possibility to work 1 day remote – if possible

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance