IT Support Officer (NATO Secret Security Cleared)

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Sapienza is looking for several talented and service minded IT Support Officers to join our team in the Netherlands and Belgium at the NATO NCI Agency's premises

Holding a NATO Secret Security Clearance or the willingness to immediately undergo the clearance procedure is a pre-requisite for starting the selection process. Candidates should bear in mind that clearance procedures can take up to several months.

Responsibilities:

                                                   Provide 1st line technical support, answering support queries via phone, email and ticket allocation;

                                                   Analyse, select, configure and deploy enterprise and network management tools;

                                                   Implement and maintain network security policy, standards and procedures;

                                                   Maintain a high degree of customer service for all support queries and adhere to all service management principles, working to defined KPIs;

                                                   Take ownership of user problems and be proactive when dealing with user issues;

                                                   Ensure that all incidents assigned are diagnosed, resolved or escalated to the appropriate person according to predefined agreements;

                                                   Responsible for client support, investigating bugs, fixing them where possible, producing reports and documentation;

                                                   Help with the testing of new / enhanced software, preparing documentation for new releases and upgrades;

                                                   Create, update and manage user guides and instructions;

                                                   Happy to work on a rotating shift pattern;

                                                   Any other duties as and when required.

Profile:

                                                   At least 3 years of relevant professional experience related to IT Helpdesk positions;

                                                   Vocational degree or higher in IT;

                                                   Happy to work on a rotating shift pattern (Monday through Friday 07:00 to 19:00)

                                                   Experienced supporting and troubleshooting web-based applications;

                                                   Experienced in documentation solutions, maintaining user / administration guides and step-by-step instructions;

                                                   Experienced in the usage of a service management toolset (incident logging);

                                                   Experienced and detailed working knowledge of Microsoft Windows operating system (including Office 2010, Windows 7 and Lync 2010);

                                                   Good awareness and working experience of/with protocols FTP, FTPs, HTTP, HTTPs, MS file share;

                                                   Good knowledge of network technologies, including VPN, Wi-Fi networks and mobile communications;

                                                   Working knowledge of SCCM remote access and software deployment;

                                                   Knowledge of TCP/IP;

                                                   Knowledge of enterprise and network management;

                                                   Knowledge of communication protocols;

                                                   Knowledge of information exchange and interopterability;

                                                   Understanding of firewall and VPN solutions;

                                                   Basic knowledge of virtualization (VMWare);

                                                   Proficient in the English language, both written and spoken;

Excellent customer service skills;

Do you already have (or have had) security clearance, and is this not the job for you? Then please get in touch anyways! We will be recruiting for:

                                                   Administrative Officers

                                                   Financial Personnel

                                                   Contracts and Procurements Officers

                                                   Technical and Maintenance Work

…and many more!

Due to the nature of this post candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks depending on nationality.