Senior Technician (Service Desk) - English/French

Who we are:

For 75 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 (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, 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 NCI Agency, 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 the leading provider of Communications and Information System (CIS) products and services to locally based NATO entities such as the NATO Headquarters and International and Military Staff. CSU Brussels enables end-to-end CIS services and manages critical technological capabilities during peacetime, crisis and war.

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

• Provides 1st level ICT support to users via available communication channels: walk-in IT kiosk, support via telephone, IT Service Management systems and e-mail;
• Manages the end-to-end lifecycle of incidents, service requests and standard change tickets in the IT Service Management ticketing systems;
• Manages and keeps asset management records up to date throughout their lifecycle in the ITAM systems;
• Provides input and contributions to the implementation of NCIA Continuous Service Improvement (CSI) processes;
• Establishes strong working relations with customers and team members;
• If required, might work on a shift pattern or work extended hours.

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

Please note that the internal job title for this role is Senior Technician (Customer Service Desk).

About you:

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

• Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience.
• Knowledge of and experience in the installation, maintenance and troubleshooting of OS Windows, MS Office, and common desktop applications;
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);
• Experience in demanding customer facing roles and in end-user support;
• Experience in performing user administration in MS Active Directory and Exchange;
• Experience of Outlook configuration and troubleshooting in an MS exchange environment;
• Good knowledge in using ITSM systems such as BMC Remedy;
• ITIL 4 knowledge;
• Fluency in English and (minimum) Intermediate Proficiency in French, both written and spoken.

What we offer:

• Genuinely meaningful work as part of the most successful alliance in history;
• 3 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 NCI Agency and our work, please visit our website .

The NCI Agency 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 NCI Agency career site.