Senior IT Service Desk Technician (CSD B4) – NATO

About the role

The Senior Technician will join NATO's ITCS team to deliver end‑user support across NATO Unclassified, Restricted and Secret networks. You will be the first point of contact for incident management, problem escalation and remote assistance, ensuring a reliable IT service for all users.

Key responsibilities

• Provide timely IT Service Desk services, including incident management, problem escalation, remote assistance, training and user guidance on NU, NR and NS networks.
• Monitor the incident management system, act on incidents and alert second‑line support when performance issues arise.
• Advise ITCS management on corrective or procurement actions to address system weaknesses.
• Collect detailed ticket information to enable accurate escalation and fast resolution.
• Provision and maintain client software, from standard office tools to custom NATO applications.
• Deliver on‑call Level 1 support remotely or on‑site as required.
• Perform other duties as assigned.

Required profile

• Minimum 1 year of recent experience in IT Service Desk functions.
• Strong knowledge of Microsoft Windows operating systems.
• Experience with Microsoft Office 2010 Enterprise Edition, including Office Communicator 2007/Lync 2010.
• Familiarity with Microsoft SharePoint Server 2007/2010 from an end‑user perspective.
• Good understanding of network technologies such as VPN, Wi‑Fi, Bluetooth and mobile data (GPRS/UMTS).
• Service‑oriented attitude with a genuine interest in supporting users.

Required skills

• Microsoft Windows operating systems
• Microsoft Office 2010 Enterprise (Office Communicator/Lync)
• Microsoft SharePoint Server 2007/2010
• VPN configuration and troubleshooting
• Wi‑Fi networking
• Bluetooth connectivity
• GPRS/UMTS mobile data communications