* 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.
* 2+ years recent practical experience within a CIS Service Operations environment.
* 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.
Desirable Qualifications / Experience :
* 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).
DUTIES / ROLE :
* Execute assigned work orders, often under the direction and guidance of centralised services, to provide local intervention to assure SLA targets are sustained.
* 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.
J-18808-Ljbffr
#J-18808-Ljbffr