Senior Technician CSD level B4

Essential Qualifications/Experience:

·       1+ year of recent experience, related to IT Service Desk functions

·       Detailed knowledge and working experience of Microsoft Windows Operating Systems (Windows?)

·       Detailed knowledge and working experience of the Microsoft Office 2010 Enterprise Edition (including Office Communicator 2007/Lync2010)

·       Knowledge and working experience of Microsoft Windows Office SharePoint Server 2007/2010 from an end-user perspective

·       Good knowledge of network technologies including VPN, WiFi networks and mobile data communications (Bluetooth and GPRS/UMTS)

·       Service minded attitude with a strong interest in working directly with users

DUTIES/ROLE:

·       Perform end-user support by providing timely and accurate IT Service Desk services such as incident management, problem escalation, remote assistance training and end-user guidance on NU. NR and NS network

·       Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant second , line support in case of performance degradation or downtime

·       Advise ITCS management on corrective action or procurement action required to correct detected weaknesses in system  functionality

·       Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct second-line support area and to facilitate a short time-to-fix period

·       Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications including custom NATO software applications

·       Perform On-Call level 1 service support either remotely or on site

·       Performs other duties as may be required