Deadline Date:
Wednesday 23 July 2025
Requirement:
Technician (Centralized Service Desk)
Location:
Brunssum, NETHERLANDS
Time On-Site:
100%
Not to Exceed Rate:
45 EUR
Total Scope of the request (hours):
600
Required Start Date:
1 September 2025
Required Security Clearance:
NATO SECRET
Please do
NOT
apply for any NATO contract positions unless you meet ALL the following criteria:
- Current National or NATO SECRET clearance
- Nationality of one of the NATO member countries
- Current work visa for the specific location if applying for an in-country position.
Duties and Role:
- Perform end-user support by providing timely and accurate IT Service Desk services such as incident management. Problem escalation, remote assistance training and end-user guidance on NU. NR and NS network
- Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant second-line support in case of performance degradation or downtime
- Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct second-line support area and to facilitate a short time-to-fix period
- Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications including custom NATO software applications
- Perform On-Call level 1 service support either remotely or on site.
- Performs other duties as may be required.
- The position includes nights and week end shifts
- Working underground and/or secured areas.
- Working hours based on a shift pattern might be required.
- Up to 4 TDYs in Belgium per year are foreseen for this post
Skill, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Minimum 1 year experience in Service Desk Operations within the last 2 years.
- Knowledge of and experience in NATO environment.
- Experience in, installation, maintenance and troubleshooting of MS Windows 10 , MS Office, Visio, MS Project and web browsers (MS Edge, Firefox ,…) .
- Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment.
- Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN).
- Usage of ITSM tools such as BMC Remedy, JIRA...
- Experience in end user support in general.
- Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload.
- Experience in performing user administration in MS Active Directory and Exchange