Duties & Role:
• First Contact Resolution (1st line resolution)
• Troubleshoot and resolve software and hardware issues in a broad range of IT products and services including (but not limited to):
o Laptops: VPN connectivity, Microsoft products, Business Applications
o Mobile devices (phones & tables): MDM platforms, work environment applications, enrolment and configuration of devices
o User Access Management
• Staging laptops and enrolment for new users / lifecycle replacement
• Management of Service Management tickets
o Incident Management
o Service Request Management
• Coordinates and conducts work to meet quality targets
• Able to work with limited supervision
• Perform other duties as may be required

Skill, Knowledge & Experience:
• Relevant Service Desk 1st level support experience is a must
• 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 knowledge of Microsoft desktop applications and OS
• Extensive knowledge of Service Desk ticketing tools (BMC Remedy)
• Extensive knowledge of VPN software and VPN troubleshooting
• Minimal Mobile Device Management (MDM) knowledge required
• Language Skills – NATO HQ official languages are English and French.

Required is:
o A thorough knowledge of English. Most of the NCI Agency work is conducted in English
o Knowledge of French is considered an asset

Competencies or Personal Attributes:
• Relating and Networking - Easily establishes good relationships with users and staff; relates well to people at all levels; builds wide
and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others
• 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
• Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change
initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences
• Communication Skills – Good diplomacy and tact

Specific Working Conditions: Working physically on-site is required to perform most daily activities.
There is a limited possibility for remote work (i.e. 1 day/week).