Senior Technician

LOCATION: Mons, Belgium

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.

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.

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.


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