Deadline Date: Wednesday 1 May 2024
Requirement: Engineer (ICT Systems Operations, Administration and Maintenance)
Location: Off-Site
Note: Please refer to your Subcontract Agreement, article 6.4.1.a, which states “Off-Site Discount: 5% (this discount is applicable to all requirements, and applies when the assigned personnel are permitted to work Off-Site, such as at- home)". Please be sure to price this discount in your overall price proposal when submitting bids against off-site RFQs
Total Scope of the request (hours): 1100
Required Start Date: 10 June 2024
End Contract Date: 31 December 2024
Required Security Clearance: NATO SECRET
Duties and Role:
- Executing assigned work orders, often under the direction and guidance of centralized services, to provide local intervention to assure SLA targets are sustained
- Providing superior customer service experience utilising effective communication techniques;
- Install and configure Desktop Services
- Providing initial point of contact for all network users;
- Serving as the Incident Manager overseeing corrective actions for all network incidents;
- Performing advanced analysis and troubleshooting of Desktop Services, in support of incident management processes
- Performing testing and evaluation of supported hardware and software (firmware and drivers);
- Coordinate with Service Desk technicians, end-users, supervisors and managers to determine support requirements for new features, applications or system functionality;
- Prepare activity reports and craft recommendations for upper management review and approval;
- Directs the creation of documentations and presentation of metrics data critical to network usage and stability
- Ensures Service Desk personnel are properly trained according to the needs of the organization;
- Performing 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 Section 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
Requirements
Skill, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Higher Secondary education and completed higher vocational training in information systems engineering, information technology or related discipline leading to a formal technical or professional certification with 2 years function related experience, or a Secondary education and completed advanced vocational training in that discipline leading to a professional qualification or professional accreditation with 3 years post related experience
- At least 3 years recent practical experience within a CIS Service Operations environment;
- At least 1 year recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems;
- At least 1 years recent experience in PC Hardware Systems, with a good understanding of Intel x64 bit systems configuration and performance monitoring;
- Good working knowledge of TCP/IP Protocols and Standards Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages).
Desirable Experience and Education:
- Formal qualification in PC hardware repair and configuration;
- Formal training in Local Area Network (LAN) and Public Area Network (PAN) computer operations.
- Knowledge of policy, procedures and organization of NATO CIS
- Working knowledge of ITIL processes and procedures.
- Good working knowledge of ITU-T standards and recommendations.
- Practical experience in diagnosing deficiencies in networks and associated equipment.
- Experience in working in a Service desk environment
- Prior experience of working in an international environment comprising both military and civilian elements;
- Knowledge of NATO responsibilities and organization, including ACO and ACT.