Senior Technician - Centralised Service Desk (CSD)

We are looking for a skilled Senior Technician to join our Centralised Service Desk team. The successful candidate will provide high-quality IT service desk support, handling incident management, troubleshooting, remote assistance, and end-user guidance.

Key Responsibilities:

• Handle and resolve IT incidents efficiently using ITSM tools.
• Monitor the IT Service Desk incident system and escalate issues to second-line support.
• Troubleshoot hardware, software, and network problems.
• Conduct remote support and user training.
• Assist with system upgrades and maintenance.
• Document all incidents and resolutions thoroughly.
• Advise on system improvements and procurement.
• Work in shift schedules to provide continuous coverage.

Requirements:

• Strong experience with ITSM tools (e.g., ServiceNow, BMC Helix).
• Proficiency in Microsoft Windows environments, including troubleshooting and administration.
• Knowledge of network fundamentals (TCP/IP, DNS, DHCP).
• Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
• Familiarity with Active Directory and basic scripting (PowerShell).
• Understanding of ITIL processes and incident management best practices.
• Ability to diagnose issues across hardware, software, and network layers.
• Excellent communication skills for guiding users through technical issues.
• Willingness to work shifts including nights and weekends.
• Mandatory: EU or NATO security clearance due to the sensitive nature of the work environment.

Benefits:

• Competitive salary.
• Dynamic work environment in an international, NATO-affiliated organization.
• Opportunities for professional development in IT service management.