C004306, Senior Technician (Technical Coordination)

Duties

Under the direction of ESOC IT Ops Coord Section Head, the incumbent will perform duties such as the following:

• Supporting all areas of the ESOC, as part of a functional team;
• Supporting Incident Management process, dispatching incidents to the relevant technical elements for resolution and performing operational impact assessment determining services affected and users impacted;
• Providing technical level 1 support and assistance for Local Area Network (LAN)/Virtual Desktop Infrastructure (VDI)/Datacentre Management
• Monitoring, controlling and conducting troubleshooting of all data systems and services in support of all NCIA customers and NATO missions.
• Administrates data and services monitoring and control platforms for optimum performance for use by the ESOC personnel;
• Assists in the direction and co-ordination of corrective action to regional and other control activities in the event of failure or degradation in any of the networks and services;
• Utilises automatic data processing devices and tools within the ESOC and uses all available centralized service management tools to restore all services availability and quality at the agreed levels;
• Follows senior guidance and established processes, cooperating when requested, to its development and improvement;
• Responsible for coordination with internal and external entities to restore networks and communication services;
• Propose, prepare, verify, and maintain services and systems documentation, to include; operational advice notices and level 1 documentation, accounting for interface standards and procedures;
• If required, work in a shift pattern to provide 24/7 coverage;
• Work on own initiative with limited supervision;
• Working and training with other service lines;
• Perform other duties as may be required

Requirements

Prior experience in technical support and assistance for networking, WAN and voice systems;

• Very good understanding of telecommunications / network / information technology solutions & products;
• ITIL Foundation;
• At least 2 years' experience with, and knowledge of LANs;
• Experience in VDI;
• Experience in VMware Aria Operations formally VROPS
• Experience in service management (i.e. Incident, problem management, etc.) and customer support focused approach in a control centre environment and experience in management and use of related toolsets (e.g. ITSM);
• Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements.
• Desirable Experience and Education:
• Strong analytical, organization, multitasking and prioritization skills;
• Previous experience working in a NOC / SOC;
• CCNA certified;
• Experience with monitoring and management tools, such as SPECTRUM, Zabbix, SCOM;
• Prior experience of working in an international environment comprising both military and civilian elements.

Language Proficiency:

• A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.
• NOTE: Most of the work of NCIA is conducted in the English language.