#NC25ICT179917 - Chief Technician (Digital Collaboration) - Closed

DEADLINE: allied4eu May 19, 2025

#NC25ICT179917 - Chief Technician (Digital Collaboration) - Closed

Deadline: May 19, 2025

Requester: NATO

Location: Braine l’Alleud, Belgium

Job type: Contractor

Start date: June, 2025

Security clearance: NATO COSMIC TOP SECRET

SCOPE OF WORK / DUTIES / ROLES

Provides technical expertise to enable the configuration of system components and equipment for systems testing;
Collaborates with technical teams to develop and agree system integration plans and report on progress;
Defines complex/new integration builds;
Ensures that integration test environments are correctly configured;
Designs, performs and reports results of tests of the integration build;
Identifies and documents system integration components for recording in the configuration management system;
Recommends and implements improvements to processes and tools;
Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures;
Uses application management software and tools to investigate issues, collect performance statistics and create reports;
Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client;
Uses standard procedures and diagnostic tools to test installations, correct problems, and document results;
Records details of all components that have been installed and removed;
Assists users and follows agreed procedures for further help or escalation;
Contributes to the development of installation procedures and standards;
Responsible for systems providing the Collaboration Services, on-premise and on the Cloud (MS Exchange, MS Skype for Business, MS Teams, Exchange Online);
Provide expeditious Level 2 and Level 3 support services (including technical support to service desk and emergency on-site assistance) to ensure Collaboration services remain operational;
Give Subject Matter Expert (SME) support to the security related components of the systems under their area (Mail security on-premise and on the Cloud);
Participation in Incident Management, Service Request management representing Collaboration Services;
Participation in Health and Risk Assessment;
Provide inputs to Service Delivery and Service Improvement Plans as a SME;
Execute periodic Continual Service Improvement activities;
Stay abreast of technological developments relevant to the area of work such as Cloud technologies and Security;
Collaborate with outsourcing workforce and help identify opportunities for outsourcing under their area;
Deputize for higher grade staff if needed;
Perform other duties as may be required.

REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE

Higher vocational training in a relevant discipline with 4 years post-related experience. Or a secondary educational qualification with 6 years post-related experience;
At least 4 years' experience implementing, managing, and optimizing collaboration tools and platforms within a digital ecosystem of an organization;
Proven experience in implementing, maintaining and validating Skype for Business and/or Exchange infrastructure solutions based on the commercial and governmental best practises;
Excellent troubleshooting skills of the server (MS Exchange/Skype) and client side (MS Outlook/Skype desktop client);
Demonstrable knowledge of IT infrastructure and systems, including enterprise-class servers, operating systems, storage, and virtualization technologies;
Practical experience of Windows Operating System, Active Directory, DNS, PowerShell scripting and the Exchange Management Shell;
Very good experience deploying communication and collaboration software (such as video conferencing systems, team messaging applications, and document sharing platforms);
Proven experience in handing and prioritizing multiple assignments;
Proven experience in managing internal and external stakeholders;
Very good experience with troubleshooting and providing end users' support;
Very good problem solving and communication skills;
At least 4 years of recent work experience, related to IT system administrator functions of Communication and Collaboration systems, in particular Microsoft Exchange, MS Teams and Skype for Business;
Working knowledge in system management automation and monitoring;
Good understanding of Application security, Internet security and IT data protection mechanisms;
Awareness of industry's latest technology trends and applications, such as Cloud Applications and Security;
Technical certification in Communication and Collaboration systems: MCSE or equivalent;
ITIL v3/v4 Foundation certificate;
Prior experience of working in an international environment comprising both military and civilian elements;
Knowledge of NATO responsibilities and organization, including ACO and ACT.

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