Requirement: Senior Technician (Centralized Service Desk)
Location: Mons, BELGIUM
Full Time On-Site: Yes
Time On-Site: 100%
Not to Exceed Rate: 48 EUR
Total Scope of the request (hours): 450
Required Start Date: 16 February 2026
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
Any applications that do NOT meet all the above - and do not CLEARLY show these on the CV - will be deleted.
Duties & Role:
Knowledge management
Skill, Knowledge & Experience:
Knowledge management
- Maintains knowledge management systems and content to meet business needs.
- Supports others to enable them to complete knowledge management activities and form knowledge management habits.
- Supports changes to work practices to support capture and use of knowledge.
- Reports on the progress of knowledge management activities.
- Configures and develops knowledge management systems and standards.
- Follows agreed procedures to identify and resolve issues with applications.
- Uses application management software and tools to collect agreed performance statistics.
- Carries out agreed applications maintenance tasks.
- Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning.
- Applies system software parameters to maximise throughput and efficiency.
- Installs and tests new versions of system software.
- Contributes to preparation of software implementation procedures with fall back contingency plans.
- Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
- Advises relevant persons of actions taken.
- Acts as the routine contact point, receiving and handling requests for support.
- Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
- Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
- Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
- Contributes to creation of support documentation.
- Deputize for higher grade staff, if required;
- Performs other duties as may be required.
- Working hours based on a shift pattern might be required.
Skill, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience.
- 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);
- Experience is demanding customer facing roles and in end-user support in general;
- 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;
- Competency in call centre tracking tools;
- Prior experience supporting customers in use of application software;
- Proficiency in using support software tools;
- Strong experience with automating IT tasks and processes and procedures.