#NC25ICT185843 - Senior Technician (Centralized Service Desk) - Closed
Deadline: January 26, 2026
Requester: NATO
Location: Brunssum, Netherlands
Job type: Contractor
Start date: March, 2026
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
Knowledge management:
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Maintains knowledge management systems and content to meet business needs;
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Supports others to enable them to complete knowledge management activities and form knowledge management habits;
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Supports changes to work practices to support capture and use of knowledge;
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Reports on the progress of knowledge management activities;
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Configures and develops knowledge management systems and standards.
Application support:
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Follows agreed procedures to identify and resolve issues with applications;
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Uses application management software and tools to collect agreed performance statistics;
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Carries out agreed applications maintenance tasks.
System software:
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Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning;
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Applies system software parameters to maximise throughput and efficiency;
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Installs and tests new versions of system software;
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Contributes to preparation of software implementation procedures with fall back contingency plans. Incident management;
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Provides first line investigation and gathers information to enable incident resolution and allocate incidents;
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Advises relevant persons of actions taken.
Customer service support:
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Acts as the routine contact point, receiving and handling requests for support;
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Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution;
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Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate;
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Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues;
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Contributes to creation of support documentation;
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Deputize for higher grade staff, if required;
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Performs other duties as may be required.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience;
- Good 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;
- Extensive 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;
- Strong experience with automating IT tasks and processes and procedures. Training/Certifications:&Courses/certifications in IT;
- Service Desk Analyst Certification;
- ITIL 4 Foundation;
- ITSM;
- Incident Management.
This position is now closed.
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