Technical Assistance Centre Technician — Level 1 Support for NATO with security clearance

Responsibilities

• Deliver first call resolution in line with standard operating procedures.
• Provide level one forward support for incidents and request fulfilment, escalating to level two when necessary.
• Install and maintain IT equipment for the unit and its customers.
• Install and maintain software on workstations across the local network.
• Record every support action in the approved ticket system and keep status updates current.
• Follow up with users on completed requests before closing the ticket.
• Contribute to the accountability of IT assets.
• Escalate user complaints and problems to the cell head and work proactively on assigned tasks.

Requirements

• Installation, operation and maintenance of computer systems on local area networks.
• System administration and maintenance of Windows 10 machines.
• Installation, operation and maintenance of commercial equipment — desktops, laptops, printers.
• Experience with service management ticket systems for incidents, work orders and changes, including keeping users informed of progress.
• A+ level hardware and software fundamentals.
• A thorough knowledge of English, both written and spoken.

Location

The work is full time on site in the Norfolk region of Virginia. Some lifting of equipment and physical work such as desk installations may be required, and support to exercises or outside normal working hours is occasionally needed.