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    Engineer (ICT Systems Operations, Administration and Maintenance) - Norfolk, United States - Jobs

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    Jobs Norfolk, United States

    3 weeks ago

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    Description
    Job Description
    Engineer (ICT Systems Operations, Administration and Maintenance)


    Working Location:
    Norfolk, VA, USA


    Security Clearance:
    NATO Secret


    Language:
    High proficiency level in English language


    EXPERIENCE AND EDUCATION:

    Essential Qualifications/Experience:

    • Higher Secondary education and completed higher vocational training in information systems engineering, information technology or related discipline leading to a formal technical or professional certification with 2 years function related experience, or a Secondary education and completed advanced vocational training in that discipline leading to a professional qualification or professional accreditation with 3 years post related experience
    • 3+ years recent practical experience within a CIS Service Operations environment
    • 1+ year recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems
    • 1+ years recent experience in PC Hardware Systems, with a good understanding of Intel x64 bit systems configuration and performance monitoring
    • Good working knowledge of TCP/IP Protocols and Standards Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages)

    Desirable Qualifications/Experience:

    • Formal qualification in PC hardware repair and configuration
    • Formal training in Local Area Network (LAN) and Public Area Network (PAN) computer operations
    • Knowledge of policy, procedures and organization of NATO CIS
    • Working knowledge of ITIL processes and procedures
    • Good working knowledge of ITU-T standards and recommendations
    • Practical experience in diagnosing deficiencies in networks and associated equipment
    • Experience in working in a Service desk 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

    DUTIES/ROLE:

    • Executing assigned work orders, often under the direction and guidance of centralized services, to provide local intervention to assure SLA targets are sustained
    • Providing superior customer service experience utilising effective communication techniques
    • Install and configure Desktop Services
    • Providing initial point of contact for all network users
    • Serving as the Incident Manager overseeing corrective actions for all network incidents
    • Performing advanced analysis and troubleshooting of Desktop Services, in support of incident management processes
    • Performing testing and evaluation of supported hardware and software (firmware and drivers)
    • Coordinate with Service Desk technicians, end-users, supervisors and managers to determine support requirements for new features, applications or system functionality
    • Prepare activity reports and craft recommendations for upper management review and approval
    • Directs the creation of documentations and presentation of metrics data critical to network usage and stability
    • Ensures Service Desk personnel are properly trained according to the needs of the organization
    • Performing Incident Support Request lifecycle services affecting end-users (i.e. Creating, reporting, tracking, resolving and closing Incidents)
    • Support team members through collaborative actions to enhance the customer experience
    • Perform corrective actions, under direction of the Section Head, to support Problem Management
    • Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment
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