Senior Technician CSD

About the role

The Senior Technician CSD provides end‑user IT support for NATO networks in Mons, Belgium. The role involves incident management, remote assistance, and on‑call level 1 support to ensure continuous service availability.

Key responsibilities

• Deliver timely IT Service Desk services, including incident handling, problem escalation and user training on NATO, NR and NS networks.
• Monitor the incident management system, trigger alerts and involve second‑line support when performance degrades.
• Advise ITCS management on corrective or procurement actions to address system weaknesses.
• Gather detailed ticket information to enable rapid escalation and short time‑to‑fix.
• Provision and maintain client software, from standard office tools to specialised NATO applications.
• Provide on‑call level 1 support remotely or on‑site as required.

Required profile

• Active NATO SECRET security clearance.
• Minimum 1 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 Edition (including Office Communicator 2007 / Lync 2010).
• Microsoft SharePoint Server 2007 / 2010 (end‑user perspective).
• Network technologies: VPN, Wi‑Fi, Bluetooth, GPRS/UMTS.
• Incident management and remote assistance tools.
• Level 1 on‑call support procedures.