Senior Technician

LOCATION: Mons, Belgium

DUTIES:
Under the direction of more senior staff, the incumbent will perform duties such as the following:
Provides superior customer service and responsiveness that inspires confidence with the customer;
Applies advanced problem solving skills and experiences in problem fault resolution;
Utilises and maintains standard operating procedures, processes and support documentation;
Establishes strong working relations with customers and team members;
Advices and assists to less experienced analysts;
Validates and assures escalation processes are monitored for SLA compliance;
Engages other Service Lines, branches, corporate groups and service desks to improve service quality and SLA delivery;
Works (possibly) on shift or extended working hours;
Deputize for higher grade staff;
Performs other duties as may be required.

REQUIREMENTS
Experience and Education:
Vocational training at a higher level in a relevant discipline, or equivalent, or Diploma of secondary education;
Minimum 3 to 5 years’ experience in Service Desk Operations within the last ten years;
Extensive knowledge of and experience in the installation, maintenance and troubleshooting of MS Windows 7, MS Office, Visio, MS Project and Internet Explorer;
Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);
Extensive experience in end user support in general;
Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload;
Extensive experience in performing user administration in MS Active Directory and Exchange;
Experience of Outlook configuration and administration and troubleshooting in an MS exchange environment.

DESIRABLE EXPERIENCE AND EDUCATION
Prior experience of working in an international environment comprising both military and civilian elements;
Knowledge of NATO responsibilities and organization, including ACO and ACT;
Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting,
Telephony, Network Security, SCCM software deployment, SCCM remote desktop management;
ITIL Service Operations;
Competency in call centre tracking tools;
Prior experience supporting customers in use of application software;
Proficiency in using support software tools;
Customer service orientation and/or prior customer service training;
Strong experience with automating IT tasks and processes and procedures.

INTERNATIONAL PROJECTS

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