Would you like to join the leading international intergovernmental organization?

We are seeking an experienced and customer-focused Senior Technician to join our client's Centralized Service Desk, providing 1st and 2nd line technical support to NATO's diverse user community. This role is pivotal in maintaining high levels of service availability and user satisfaction by expertly managing incidents, service requests, and knowledge resources. The ideal candidate will possess deep technical skills in NATO's core desktop and collaboration environment, coupled with a strong process orientation and a dedication to continuous service improvement.

Responsibilities:

• First-Line Support: Act as the primary contact, receiving, logging, and resolving incidents and service requests. Provide first-line investigation, diagnosis, and resolution for hardware, software, and network issues.

• Technical Administration & Troubleshooting: Perform user administration in Microsoft Active Directory and Exchange. Install, maintain, and troubleshoot Windows OS, MS Office Suite, Outlook, and mobile computing solutions (VPN, notebooks, WLAN).

• Knowledge & Process Management: Maintain the knowledge base with accurate solutions and guides. Utilize service desk tools to track, escalate, and report on issues, contributing to process improvement and task automation.

• System Monitoring & Deployment: Assist with software deployments, patches, and basic system monitoring. Follow defined procedures for application support and system software maintenance.

Required qualifications and experience:

• 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.

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.