Deadline Date: 03 May 2024
Requirement Title: CSU NW - Technician (Technical Support)
Location: Northwood, Great Britain
Full time on-site: Yes
Total Scope of the request (hours): 1200
Required Start Date: 17-JUN-2024
End Contract Date: 31-DEC-2024
Required Security Clearance: NATO Secret
Duties and Role
- Assist the provision of enterprise level support to resolve customers' technical problems, principally responding to trouble tickets generated through the IT Service Management (ITSM) ticketing system;-
- Assist timely allocation of resources and co-ordinates the response in the resolution of incidents, in line with the current Service Level Agreement (SLA);-
- Support the day-to-day System Administration (SA) of the Hardware (HW) and Software (SW) of the currently fielded version of MS Windows Server, MS Windows Workstation and other locally installed COTS applications;-
- Support SA of the HW and SW of the print server and user's access to networked printers;-
- Assist the execution of the AIS Core Release Management program to include rollout and rollback planning and execution;-
- Prepare and maintain operational documentation for system software. Advise on the correct and effective use of system software;-
- Create reports and proposals for improvement. Check that problems are managed in accordance with agreed standards and procedures. Contribute to the investigation and diagnosis of problems, working with users, other staff and suppliers as appropriate;-
- Assist Head (AIS Core) with the development of technical input for future project planning, development of troubleshooting SOPs and development of the Disaster Recovery/Business Continuity Plans;-
- Assist Head (AIS Core) in the execution of the CIS Support Unit (CSU) Disaster Recovery/Business Continuity Plans;-
- Assist Head (AIS Core) in the development of a training plan for cell personnel to achieve a high level of technical knowledge of assigned equipment, ensuring quality of service and continuity of technical skills;- Provide assistance to the Operations Centre (OPCEN) led Incident Management Process, including the auditing of tickets allocated within your designated area of responsibility (AOR);-
- Establish, supervise and execute proper preventive maintenance plans;-
- Ensure all technical and service oriented documentation pertaining to assigned systems, interconnections, supporting cable plant etc. is prepared, properly stored and kept up-to-date;-
- Ensure Configuration Control data is reported to relevant sections in a timely manner;-
- Provide technical guidance on all AIS Core equipment to subordinate technicians of the cell. Lead troubleshooting efforts on AIS Core equipment when needed;-
- Provide assistance and technical advice to other staff of the CSU for all aspects of systems supported by the cell;-
- Assist in the operation and maintenance of all Audio, Video, VTC and related systems;-
- Contribute to local Service Asset and Configuration Management procedures;-
- Keep the CSU Northwood Duty Technician apprised of any unexpected developments, including reasons why a particular incident cannot be resolved and forecast for resolution;-
- Maintain a close liaison with other sections, technicians and engineers within CSU Northwood as required to deliver level 1 and 2 support.-
- Stay abreast of technological developments relevant to the area of work;-
- Performs other duties as may be required.
Requirements
- NATO Secret security clearance
- Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience;-
- Three years of general experience in the following IT areas: System Administration of MS Windows Server, Active Directory, MS Exchange Server, Broad and sound technical knowledge of IT Systems. Practical experience in diagnosing deficiencies in networks and associated equipment;-
- Expertise in the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software;-
- Knowledge of the day-to-day support, operation and control of all equipment within an IT network infrastructure. Includes data backup and restore, production of network performance statistics, provision of network diagnostic information and site surveys;-
- Experience in reviewing system software updates and identifying those that merit action. Tailor system software to maximise hardware functionality. Install and test new versions of system software; Ability to investigate and coordinate the resolution of potential and actual service problems.-
- Experience of working within a customer support environment;-
- Broad and in-depth experience of the ITIL framework of Service Management (Project management experience), Configuration Control and Asset Management;-
- Knowledge of VMWare, VDI or other virtualization technologies;-
- Experience of MS WSUS and EMS Server, Print and File Servers, Microsoft Operating System imaging techniques, HW and Software troubleshooting;-
- Knowledge of policy, procedures, and organisation of NATO CIS;-
- ITIL Foundation Certificate;-
- MCSA or MCSE Certificate;- Demonstrable evidence in maintaining knowledge of advances in IS engineering;-
- Post Graduate diploma in an IS engineering related subject;-
- Member of a recognized professional body or institution; -
- Prior experience of working in an international environment comprising both military and civilian elements; -
- Knowledge of NATO responsibilities and organization, including ACO and ACT.
