Senior Technician

EXPERIENCE AND EDUCATION:

Essential Qualifications/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

·         Detailed knowledge of Local Area Network (LAN) and Wide Area Network (WAN) communications, router/switch based networks and routing protocols, with specific expertise on Cisco products and technologies

·         Ability to understand, assess and resolve technical issues in a trouble-shooting environment and under time pressure constraints

·         2+ years recent practical experience within a CIS Service Operations environment

·         2+ years recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems and Microsoft Office applications

·         Recent working knowledge of TCP/IP Protocols and Standards

·         Knowledge of policy, procedures, and organisation of NATO CIS

·         Experience in maintaining and operating NATO crypto equipment

·         Experience in working in a Service Desk environment

·         Certification or qualification in PC hardware repair and configuration

·         Formal training in Local Area Networks (LAN)

·         Prior experience of working in an international environment comprising both military and civilian elements

·         Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT)

·         Execute assigned work orders, often under the direction and guidance of centralised services, to provide local intervention to assure SLA targets are sustained

·         Provide superior customer service experience utilising effective communication techniques

·         Install and configure Desktop Services

·         Install, operate, protect, maintain and support all local Voice and Data communication, Network, Audio/Video and VTC equipment

·         Install, operate and maintain Routing and Switching equipment, VoIP and VTC infrastructures and circuits

·         Perform advanced analysis and troubleshooting of Desktop, Communications and Network Services, in support of incident management processes

·         Perform testing and evaluation of supported hardware and software (firmware and drivers)

·         Perform Incident Support Request lifecycle services affecting end-users (i.e. creating, reporting, tracking, resolving and closing Incidents)

·         Support team members through collaborative actions to enhance the customer experience

·         Perform corrective actions, under direction of the Branch Head, to support Problem Management

·         Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment

·         Take part in a Duty Support Shift, which may operate on a 24/7 basis

·         Deputise for higher-grade staff, if necessary

·         Perform other duties within the NCI Agency's area of business as may be required