Job Description
Engineer (ICT Systems Operations, Administration and Maintenance)

• Working Location: Norfolk, VA, USA
• Security Clearance: NATO Secret
• Language: High proficiency level in English language

EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
•Higher Secondary education and completed higher vocational training in information systems engineering, information technology or related discipline leading to a formal technical or professional certification with 2 years function related experience, or a Secondary education and completed advanced vocational training in that discipline leading to a professional qualification or professional accreditation with 3 years post related experience
•3 years recent practical experience within a CIS Service Operations environment
•1 year recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems
•1 years recent experience in PC Hardware Systems, with a good understanding of Intel x64 bit systems configuration and performance monitoring
•Good working knowledge of TCP/IP Protocols and Standards Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages)
Desirable Qualifications/Experience:
•Formal qualification in PC hardware repair and configuration
•Formal training in Local Area Network (LAN) and Public Area Network (PAN) computer operations
•Knowledge of policy, procedures and organization of NATO CIS
•Working knowledge of ITIL processes and procedures
•Good working knowledge of ITU-T standards and recommendations
•Practical experience in diagnosing deficiencies in networks and associated equipment
•Experience in working in a Service desk environment
•Prior experience of working in an international environment comprising both military and civilian elements
•Knowledge of NATO responsibilities and organization, including ACO and ACT
DUTIES/ROLE:
•Executing assigned work orders, often under the direction and guidance of centralized services, to provide local intervention to assure SLA targets are sustained
•Providing superior customer service experience utilising effective communication techniques
•Install and configure Desktop Services
•Providing initial point of contact for all network users
•Serving as the Incident Manager overseeing corrective actions for all network incidents
•Performing advanced analysis and troubleshooting of Desktop Services, in support of incident management processes
•Performing testing and evaluation of supported hardware and software (firmware and drivers)
•Coordinate with Service Desk technicians, end-users, supervisors and managers to determine support requirements for new features, applications or system functionality
•Prepare activity reports and craft recommendations for upper management review and approval
•Directs the creation of documentations and presentation of metrics data critical to network usage and stability
•Ensures Service Desk personnel are properly trained according to the needs of the organization
•Performing Incident Support Request lifecycle services affecting end-users (i.e. Creating, reporting, tracking, resolving and closing Incidents)
•Support team members through collaborative actions to enhance the customer experience
•Perform corrective actions, under direction of the Section Head, to support Problem Management
•Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment