ICT Support Technician

About the role

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise.

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

The NATO Communications and Information Agency (NCI Agency) is NATO's principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorises: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Responsibilities

• Delivers first call resolution in accordance with Standard Operating Procedures (SOP)
• Performs Level 1 forward support for incidents and request fulfilment in accordance with applicable SOPs
• Escalates incidents to Level 2 support as necessary
• Installs and maintains CIS assets for CSU Norfolk and supported customers
• Installs and maintains Software on workstations
• Records all actions pertaining to CIS support in the approved ticket management system
• Adheres to Technical Assistance Center Standards of Work
• Provides status updates for assigned requests via the approved ticket management system
• Follows-up with users on completed requests prior to closing associated tickets
• Contributes to accountability of CIS assets
• Escalates User Complaints and Problem Management issues to TAC Cell Head
• Executes pro-activeness for all requests assigned to User Support Section
• Adheres to work schedule, providing support by engaging directly with the customer
• Must be able to engage professionally in a multi-National environment working with VIPs

Qualifications

• 3 years minimum experiences in Installation, operation and maintenance of computer systems on local area networks (LAN)
• 3 years minimum experiences in System administration and maintenance of computers running Microsoft Windows 11
• Installation, operation and maintenance of commercial off the shelf (COTS) equipment (i.e. desktop and laptop computers, printers)
• Service Desk management, including incident and problem processing, change request processing, availability management and user interaction
• Experience with ticketing system (such as ITSM)
• A+ Fundamentals (Hardware / Software) preferred
• ITIL foundational certification preferred
• Must possess good communication skills

Working Location

Norfolk, Virginia, USA

Working Policy

Onsite

Travel

Some travel to other NATO sites may be required

Security Clearance

Valid National or NATO Secret personal security clearance