• Job Description

  Req#: 250919

  Who we are:

  For more than 70 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:

  Please note that we intend to fill multiple CSD G8 and G10 posts in Mons and Brunssum.

  Based in Brunssum, The Netherlands, 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 the Enterprise Service Operations Centre (ESOC) that controls, conducts and manages day-to-day activities delivering IT services to customers enabling them to conduct their missions. ESOC provides up to level 2 support, end-to-end visibility (from identification through to incident resolution), and timely functional and managerial reporting and escalation.

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

  • Provides superior customer service and responsiveness that inspires confidence with the customer;
  • Applies advanced problem solving skills and experiences in problem fault resolution;
  • Utilises and maintains standard operating procedures, processes and support documentation;
  • Establishes strong working relations with customers and team members;
  • Advices and assists less experienced analysts;
  • Validates and assures that escalation processes are monitored for SLA compliance.

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

  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;
  • 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;
  • Extensive experience in end user support;
  • Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload;
  • 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);
  • Fluency in English, 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.

• About the company

  The North Atlantic Treaty Organization, also called the North Atlantic Alliance, is an intergovernmental military alliance between 30 European and North American countries.

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