[5087] Senior Technician (ICT Systems)

Start date: June 2025
Clearance: Cosmic Top Secret
Location: Sigonella, Italy

Duties and Role:

Under the direction of the Branch Head Service Operations and Support, the incumbent will perform duties such as the following:

• Execute assigned work orders, often under the direction and guidance of centralised services, to provide local intervention to assure SLA targets are sustained;
• Provide superior customer service experience utilising effective communication techniques;
• Install and configure Desktop Services;
• Install, operate, protect, maintain and support all local Voice and Data communication, Network, Audio/Video and VTC equipment;
• Install, operate and maintain Routing and Switching equipment, VoIP and VTC infrastructures and circuits;
• Perform advanced analysis and troubleshooting of Desktop, Communications and Network Services, in support of incident management processes;
• Perform testing and evaluation of supported hardware and software (firmware and drivers);
• Perform 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 Branch 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;
• Take part in a Duty Support Shift, which may operate on a 24/7 basis;
• Deputise for higher-grade staff, if necessary;
• Perform other duties within the NCI Agency's area of business as may be required.
Requirements
Skill, Knowledge & Experience:
• The candidate must have a currently active NATO COSMIC TOP SECRET security clearance
• Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience;
• Detailed knowledge of Local Area Network (LAN) and Wide Area Network (WAN) communications, router/switch based networks and routing protocols, with specific expertise on Cisco products and technologies;
• Ability to understand, assess and resolve technical issues in a trouble-shooting environment and under time pressure constraints;
• At least 2 years recent practical experience within a CIS Service Operations environment;
• At least 2 years recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems and Microsoft Office applications;
• Recent working knowledge of TCP/IP Protocols and Standards;
• Ability to take initiative and a flexible approach, allowing incumbent to respond quickly, reliably and competently to changing requirements in a demanding environment.

Desirable Experience and Education:

• Knowledge of policy, procedures, and organisation of NATO CIS;
• Experience in maintaining and operating NATO crypto equipment;
• Experience in working in a Service Desk environment;
• Certification or qualification in PC hardware repair and configuration;
• Formal training in Local Area Networks (LAN);
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT).