Senior Technician – IT Service Desk (NATO Secret)

About the role

The Senior Technician will join the IT Service Desk supporting NATO‑related networks in Mons, Belgium. Working on‑site full‑time, you will provide first‑line assistance to end‑users, manage incidents and ensure smooth operation of critical applications under a NATO SECRET clearance.

Key responsibilities

• Deliver timely incident management, problem escalation and remote assistance for users on NU, NR and NS networks.
• Monitor the Service Desk ticketing system, trigger alerts and coordinate with second‑line teams when performance issues arise.
• Gather detailed information on trouble tickets to enable rapid escalation and resolution.
• Provision, configure and maintain client software, including standard office tools and specialised NATO applications.
• Provide on‑call Level 1 support both remotely and on‑site as required.
• Advise ITCS management on corrective or procurement actions to address system weaknesses.

Required profile

• Active NATO SECRET security clearance.
• Minimum one year recent experience in an IT Service Desk environment.
• Service‑oriented attitude with strong interest in direct user interaction.

Required skills

• Microsoft Windows operating systems.
• Microsoft Office 2010 Enterprise (including Office Communicator 2007 and Lync 2010).
• Microsoft SharePoint Server 2007/2010 from an end‑user perspective.
• Network technologies: VPN, Wi‑Fi, Bluetooth, GPRS and UMTS.