IT Kiosk Technician - Braine-l'Alleud, België - Enterpryze Consulting Ltd.

Enterpryze Consulting Ltd.

Geverifieerd bedrijf

Braine-l'Alleud, België

1 week geleden

Geplaatst door:

Sophie Dubois

beBee Recruiter

Beschrijving

**IT Kiosk Technician (Operations & Lifecycle Management)
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Working Location:Braine - l'Alleud, Belgium**-
Security Clearance: NATO Secret**-
Language:High proficiency level in English language

**EXPERIENCE AND EDUCATION:
**Essential Qualifications/Experience: - Higher vocational training in a relevant discipline with 3 years post-related experience. Alternatively, a secondary educational qualification with 5 years post-related experience.

Prove experience of at least two (2) years as Help Desk Technician or as IT Kiosk Technician
Good troubleshooting skills in LAN / WAN and client / server environments;
Good understanding of LAN security, Internet security and user device protection mechanisms (such as antivirus and endpoint encryption solutions);
Working knowledge of directory services such as Active Directory;
High knowledge of TCP/IP based networks and related protocols;
Experience in Incident, Request Fulfilment and Problem Management;
Experience in usage of Tickets management tools (for instance ITSM);
At least one intermediate Microsoft certification from the following table or equivalents valid certifications (but not limited to):

ü Intermediate:

Microsoft Office Specialist: Outlook 201
Azure Virtual Desktop Specialty
Microsoft Office Specialist 2013 Master
Security Operations Analyst Associate
Modern Desktop Administrator Associate

ü Advance:

Microsoft Office Specialist: Expert (Microsoft 365 Apps)

Microsoft Office Specialist: 2016 Master

A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable

Desirable Qualifications/Experience:

Holder of several Intermediate certifications (more than one) and at least one Advance certification
Prior experience of working on an IT Kiosk
Working knowledge of ITIL v3/v2011 or ITIL
Prior experience of working in an international environment (preferably NATO)
Knowledge of NATO responsibilities and organization, including Allied Command Operations, Allied Command Transformation and NATO Agencies

DUTIES/ROLE:

Perform presential or remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by users
Walk the user through the problemsolving process
Training users in best practices
End user client hardware delivery, lifecycle and replacement imaging/reimaging workstations (tablets, desktops, laptops, iPhones)
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in the Ticketing Tool.
Followup and update users status and information.
Support to Incident Management and Request Fulfilment activities whenever Level 1 support (or upper Levels) and emergency onsite assistance is required, to guarantee the compliance with defined SLAs and ensure that the services remain operational on the stateofart established and agreed.
Liaise with other NCI Agency service lines concerning to incidents resolution and requests fulfilment.
Actively participate and support Continuous Service Improvement (CSI) for assigned services (ex: identify and suggest possible improvements on technical procedures and user guidance).
Pass on any feedback or suggestions by users to the appropriate internal channels
Identify and suggest possible improvements on procedures
Deputize for highergrade staff, if required.
Perform other duties as may be required
Travel:

ü Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices

ü May be required to undertake duty travel to operational theatres inside and outside NATO boundaries