2785 Chief Principal Technician

Duties And Role

Under the direction of the Section Head and Team Leader, the incumbent will perform duties such as the following:

• Support the effectiveness and efficiency of Assigned IT Services in the area of responsibility (Operations & Lifecycle Management), such as Managed Devices, REACH Mobile Workspace, Print/Scan/Copy, and Enterprise Managed Mobility Devices throughout the service lifecycle, participating to each function as well as coordination and communication between support and service provider under the guidance of Section Head and Team Leader.
• Provides and coordinates expeditious Level 2/3 support services (including technical help desk and emergency on-site assistance) to ensure Assigned services remain operational to guarantee the compliance with defined SLAs and ensure that the Assigned services remain operational on the state-of-art established and agreed.
• Maintain working knowledge of most recent technology developments
• Ensure that implementation and maintenance of authorized software changes, related to assigned applications and the integration/tailoring of vendor-supplied components, following established procedures for quality, configuration control, testing, documentation and security.
• Identification of operational problems and contribution to their resolution
• Give technical briefings and presentations; write and/or review technical reports, designs and point- papers for publication
• Provide personal, technical and professional support and guidance for section staff and in the development and tutoring to staff as an integral part of their career development
• Monitors service delivery performance and takes corrective action where necessary; participate to Services Management and Control Activities as required. Analyse and validate operational reporting based on KPI on available underpinning contracts; contribute to definition of KPI or their enhancement as required.
• Actively participate and support Continuous Service Improvement (CSI) for assigned services.
• The incumbent may be required to perform a similar range of duties elsewhere within the organization at the same grade without there being any change to the contract. He/she may be required to perform on-call support during off-duty hours.
• Deputize for higher-grade staff, if required.
• Perform other duties as may be required.
  
  

Competencies Or Personal Attributes

Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well;

Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organizational and individual responsibility towards the community and the environment;

Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organizational departments and functions;

Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals;

Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurized environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.
• Excellent knowledge of tools and technology related to end-user devices (i.e. MS Office packages, email client, computer drivers, workstations and laptop external devices);
• Excellent troubleshooting skills in LAN / WAN and client / server environments;
• Good understanding of LAN security, Internet security and user device protection mechanisms (such as anti-virus and endpoint encryption solutions);
• High working knowledge of directory services such as Active Directory;
• High working knowledge in configuring Client devices via Active Directory GPO;
• High knowledge of TCP/IP based networks and related protocols;
• Deep experience on Windows PowerShell scripting and Windows Scripting Host;
• Detailed knowledge of Virtualization Client Solutions (VMWare V-Sphere);
• Deep experience on McAfee ePO and related security areas;
• At least seven years of experience in managing and Administering User's client devices (e.g. Desktops, Workstations, Thin/Zero Clients, Laptops);
• Good experience in Client Deployment solution, such as Microsoft System Center Configuration Manager (SCCM) or Microsoft Deployment Toolkit (MDT);
• Proven experience in application packaging solutions for virtualized a non-virtualized environment;
• Experience in Incident, Request Fulfilment and Problem Management;
• Experience in usage of Tickets management tools (for instance ITSM);
• At least two advance certification or, in alternative, at least four intermediate certification from the following table or equivalents valid certifications (but not limited to):
  
  

Intermediate

• Windows Server Hybrid Administrator Associate
• Microsoft 365: Enterprise Administrator Expert
• Microsoft Office Specialist: Outlook 2013
• Azure Virtual Desktop Specialty
• Microsoft Office Specialist 2013 Master
• Security Operations Analyst Associate
• Modern Desktop Administrator Associate
• VMware Technical Associate Certification (End-User Computing)
• McAfee Certified Product Specialist - ePO
  
  

Advance

• Enterprise Administrator Expert
• Microsoft Office Specialist: Expert (Microsoft 365 Apps)
• Microsoft Office Specialist: 2016 Master
• VMWare Professional Certification (VCP)
• McAfee Certified Security Specialist - NSP
  
  

Desirable Experience And Education

• Prior experience of working in an international environment.
• Working knowledge of ITIL v3/v2011 or ITIL 4.
• Knowledge of NATO responsibilities and organization, including Allied Command Operations, Allied Command Transformation and NATO Agencies
  
  

Language Proficiency

• A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable. NOTE: Most of the work of the NCI Agency is conducted in the English language.