JOB DESCRIPTION

About the job:

Based in Brunssum, The Netherlands, you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join the Enterprise Service Operations Centre (ESOC) that controls, conducts and manages day-to-day activities delivering IT services to customers enabling them to conduct their missions. ESOC provides up to level 2 support, end-to-end visibility (from identification through to incident resolution), and timely functional and managerial reporting and escalation.

We are looking for a driven and enthusiastic Principal Technician (Customer Service Desk) who will take on the following roles and responsibilities:

• Provides superior customer service and responsiveness that inspires confidence with the customer;
• Applies advanced problem solving skills and experiences in problem fault resolution;
• Utilises and maintains standard operating procedures, processes and support documentation;
• Establishes strong working relations with customers and team members;
• Advices, assists and manages a team of 15 to 30 technicians.

For a full list of duties, please review the job description on the NCI Agency career site.

About you:

The valuable knowledge and experience that you bring to this role are:

• Higher vocational training in a relevant discipline with 3 years post-related experience or a secondary educational qualification with 5 years post-related experience;
• 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;
• Extensive experience in end user support in general;
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload;
• Extensive knowledge of and experience in the installation, maintenance and troubleshooting of OS Windows, 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);
• Fluency in English, both written and spoken.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements