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Senior Technician

Employer
GLOBAL Technologies
Location
Mons, Belgium
Salary
Daily rate is negotiable
Closing date
10 Sep 2019

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LOCATION: Mons

CLIENT: NATO

DURATION: End of this year

CONTRACT: Consultant

SALARY: Negotiable daily rate

 

TASKS:

  • Provides superior customer service and responsiveness that inspires confidence with the customer
  • Applies advanced problem solving skills and experiences in problem fault resolution
  • Utilizes and maintains standard operating procedures, processes and support documentation
  • Establishes strong working relations with customers and team members
  • Advices and assists to less experienced analysts
  • Validates and assures escalation processes are monitored for SLA compliance
  • Engages other Service Lines, branches, corporate groups and service desks to improve service quality and SLA delivery
  • Works (possibly) on shift or extended working hours
  • Deputize for higher grade staff

REQUIREMENTS:

  • Vocational training at a higher level in a relevant discipline, or equivalent, or Diploma of secondary education
  • Minimum 3 to 5 years’ experience in Service Desk Operations within the last ten years
  • Extensive knowledge of and experience in the installation, maintenance and troubleshooting of MS Windows 7 and 10, 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)
  • Extensive experience in end user support in general
  • Excellent communication skills
  • Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload
  • 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

Desirable Experience and Education

  • Prior experience of working in an international environment comprising both military and civilian elements
  • Knowledge of NATO responsibilities and organization, including ACO and ACT
  • Knowledge of Windows Server, Windows Operating Systems, MS Office, PC
  • Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network
  • Security, SCCM software deployment, SCCM remote desktop management
  • ITIL Foundations
  • ITIL Service Operations
  • Competency in call centre tracking tools
  • Prior experience supporting customers in use of application software
  • Proficiency in using support software tools
  • Customer service orientation and/or prior customer service training
  • Strong experience with automating IT tasks and processes and procedures

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