3542 Senior Tecnician (IT Ops Coordinator)

Required Security Clearance:
NATO SECRET

DUTIES AND ROLE
Under the direction of ESOC IT Ops Coord Section Head, the incumbent will perform duties such as the following:

• Supporting all areas of the ESOC, as part of a functional team.
• Supporting Incident Management process, dispatching incidents to the relevant technical elements for resolution and performing operational impact assessment determining services affected and users impacted.
• Providing technical level 1 support and assistance for Local Area Network (LAN)/Virtual Desktop Infrastructure (VDI) / Datacenter Management.
• Monitoring, controlling and conducting troubleshooting of all data systems and services in support of all NCIA customers and NATO missions.
• Administrates data and services monitoring and control platforms for optimum performance for use by the ESOC personnel.
• Assists in the direction and co-ordination of corrective action to regional and other control activities in the event of failure or degradation in any of the networks and services.
• Utilizes automatic data processing devices and tools within the ESOC and uses all available centralized service management tools to restore all services availability and quality at the agreed levels.
• Follows senior guidance and established processes, cooperating when requested, to its development and improvement.
• Responsible for coordination with internal and external entities to restore networks and communication services.
• Participates in the development and delivery of the required on- the-job training to other technicians.
• Propose, prepare, verify, and maintain services and systems documentation, to include; operational advice notices and level 1 documentation, accounting for interface standards and procedures.
• If required, work in a shift pattern to provide 24/7 coverage.
• Work on own initiative with limited supervision, may lead others as required.
• Working and training with other service lines.
• Deputize for higher grade staff, if required.
• Perform other duties as may be required.

SKILL, KNOWLEDGE & EXPERIENCE

• The candidate must have a currently active NATO 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.
• Prior experience in technical support and assistance for networking, WAN and voice systems.
• Very good understanding of telecommunications / network / information technology solutions & products.
• ITIL Foundation.
• At least 2 years' experience with, and knowledge of LANs, VXLAN, Software Defined Access (SDA).
• Experience in VDI.
• Experience in VMware Aria Operations formally VROPS.
• Experience in VROPS management tools.
• Experience in service management (i.e. Incident, problem management, etc.) and customer support focused approach in a control center environment and experience in management and use of related toolsets (e.g. ITSM).
• Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements.

Desirable Experience And Education

• Strong analytical, organization, multitasking and prioritization skills.
• Technical leadership experience.
• Previous experience working in a NOC / SOC.
• CCNA certified.
• Experience with monitoring and management tools, such as SPECTRUM, Zabbix, SCOM.
• Prior experience of working in an international environment comprising both military and civilian elements.
• Knowledge of NATO responsibilities and organization, including ACO and ACT.