Requirement: IT Service Desk Technician REACH
Location: Brussels, BELGIUM
Full Time On-Site: Yes
Time On-Site: 100%
Not to Exceed Rate: 63 EUR
Total Scope of the request (hours): 836
Required Start Date: 18 May 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
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): Laptops: VPN connectivity, Microsoft products, Business
- Applications; Mobile devices (phones & tables): MDM platforms, work environment applications, enrolment and configuration of devices; User Access Management
- Staging laptops and enrolment for new users / lifecycle replacement
- Management of Service Management tickets: Incident Management; 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:
- The candidate must have a currently active NATO SECRET security clearance
- 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 a thorough knowledge of English. Most of the NCI Agency work is conducted in English. Knowledge of French is considered an asset
- 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
