#NC25SA002 - (Urgent) Operations Support Specialist – Digital Workplace Environment) - Closed
Deadline: January 30, 2025
Requester: NATO
Location: Braine L'Alleud, Belgium.
Job type: Contractor
Start date: February 17, 2025 (Flexible)
Security clearance: NATO Secret
SCOPE OF WORK / DUTIES / ROLES
Under the guidance of the Section Head and Team Leader, the incumbent will carry out the following duties:
-
Support the effectiveness and efficiency of assigned IT services within the area of responsibility (Operations & Lifecycle Management), such as Managed windows Devices, Mobile Devices and Printers. This includes participating in each function, as well as coordinating and communicating between support teams and service providers under the direction of the Section Head and Team Leader.
-
Provide and coordinate prompt Level 2/3 support services, including technical help desk assistance and emergency on-site support, ensuring the continued operation of assigned services in compliance with established SLAs. Ensure these services are maintained at a state-of-the-art level in accordance with agreed standards.
-
Maintain an up-to-date understanding of the latest technological developments in relevant fields.
-
Ensure that authorised software changes for assigned applications are implemented and maintained, including the integration and tailoring of vendor-supplied components, while adhering to established procedures for quality assurance, configuration control, testing, documentation, and security.
-
Identify operational issues and actively contribute to their resolution.
-
Deliver technical briefings and presentations; write and/or review technical reports, designs, and position papers for publication.
-
Provide personal, technical, and professional support and guidance to section staff, assisting in their career development through training and mentoring.
-
Monitor service delivery performance, take corrective actions when necessary, and participate in Service Management and Control Activities as required. Analyze and validate operational reports based on KPIs from underpinning contracts, and contribute to defining or enhancing KPIs as needed.
-
Actively support Continuous Service Improvement (CSI) for assigned services.
-
The incumbent may be required to perform similar duties within the organization at the same grade without any change to the contract. On-call support during off-duty hours may also be required.
-
Deputize for higher-grade staff when needed.
-
Perform other duties as required.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
Competencies or Personal Attributes:
- Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well;
- Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment; - Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions;
- 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;
- Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.
Essential Experience and Education:
-
Higher vocational training in a relevant field with at least 3 years of post-related experience, or a secondary educational qualification with 5 years of relevant experience.
-
Strong proficiency with tools and technologies for end-user devices, including MS Office suites, email clients, computer drivers, workstations, laptops, and external devices.
-
Solid understanding of LAN security, internet security, and user device protection (e.g., anti-virus and endpoint encryption solutions).
-
Advanced working knowledge of directory services, such as Active Directory.
-
Expertise in configuring client devices via Active Directory Group Policy Objects (GPO).
-
knowledge of TCP/IP-based networks and associated protocols.
-
Extensive experience with Windows PowerShell scripting and Windows Scripting Host.
-
Detailed knowledge of virtualization client solutions, particularly VMware vSphere.
-
Experience with McAfee ePO and related security solutions.
-
experience managing and administering end-user client devices, such as desktops, workstations, thin/zero clients, and laptops.
-
Solid experience with client deployment solutions, such as Microsoft System Center Configuration Manager (SCCM) or Microsoft Deployment Toolkit (MDT).
-
Proven expertise in application packaging solutions for both virtualized and non-virtualized environments.
-
Experience in Incident, Request Fulfillment, and Problem Management processes.
-
Familiarity with ticket management tools (e.g., ITSM).
-
It would be greatly appreciated if you possess any advanced-level or intermediate-level certifications from the following list or their equivalents:
Intermediate Certifications:
- Windows Server Hybrid Administrator Associate
- Microsoft 365: Enterprise Administrator Expert
- Microsoft Office Specialist: Outlook 2013
- Azure Virtual Desktop Specialty
- Microsoft Office Specialist 2013 Master
- Security Operations Analyst Associate
- Modern Desktop Administrator Associate
- VMware Technical Associate Certification (End-User Computing)
- McAfee Certified Product Specialist – ePO
Advanced Certifications:
- Enterprise Administrator Expert
- Microsoft Office Specialist: Expert (Microsoft 365 Apps)
- Microsoft Office Specialist: 2016 Master
- VMware Professional Certification (VCP)
- McAfee Certified Security Specialist – NSP
Desirable:
- Prior experience working in an international environment.
- Familiarity with ITIL v3/v2011 or ITIL 4 frameworks.
- Knowledge of NATO responsibilities and organizational structure, including Allied Command Operations, Allied Command Transformation, and NATO Agencies.
Language Proficiency:
- Proficiency in one of the two NATO languages, both written and spoken, is essential. A working knowledge of the second language is desirable.
- Note: The majority of work at the NCI Agency is conducted in English.
This position is now closed.
We regularly add new positions. We suggest exploring other available opportunities and staying updated by following our LinkedIn page.
If you don’t find any suitable opportunities, you can send us your CV, as an open application. However, we will not submit you to any vacancies without your written consent.