IT Technician

IT Technician

Requirements

• Knowledgeable and experienced in the nature of the tasks and activities of the Service
• Courteous and professional in dealing with NATO and Purchaser’s staff
• Follow local procedures to obtain physical unescorted access, including the right to carry electronic equipment, to the Purchaser’s premises
• Liaise with other Purchasers’ support teams as necessary
• Use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchaser’s procedures
• Use the Purchaser’s IT support tools and systems as necessary and will have limited delegated privileges to perform the necessary activities
• Business English proficiency

Responsibilities

• Local logistical support (i.e. removing devices from delivery pallets and placing into temporary local storage, assisting with asset and configuration management activities)
• Deployment of client device baseline, provided by the Purchaser
• Assembly of end user equipment at user’s desk in a fully functional work position
• Configuration, testing and connection of the device to the network
• Perform user acceptance tests (e.g. login with a temporary account) that ensure the previous steps in this work package are completed successfully. Produce and provide a report/checklist for each end user device
• Mount 75 Access Points in the ceiling
• Remove the user equipment from the end users’ desks installed and move it to a temporary storage room or to a new working position incl. capturing asset details and assisting with device sanitization activities
• Install the newly provided user equipment comprising the same activities as described in HLT Initial roll out of user equipment
• Logging, updating and tracking IT issues reported by users in the Purchaser’s IT Service Management (ITSM) ticketing system
• Troubleshooting hardware and software, including drivers, issues and problems using variety of Purchaser’s toolsets and IT systems
• Providing resolutions or escalating issues to higher level of support if necessary
• Providing on-the-spot assistance with IT-related queries
• Assisting with setup and configuration of personal devices (e.g. laptops, smartphones)
• Image the laptops and workstations with baselines provided by the Purchaser
• Reset to factory default smartphones and tablets
• Assist with issuance and troubleshooting of smartcards and related certificates
• Issuing and receiving IT assets such as laptops, smartphones, tablets, workstations, thin clients, and peripherals
• Managing inventory and ensuring assets are properly tracked and recorded in the Purchaser’s asset management system
• Ensuring the local inventory is sufficient to respond to incidents immediately
• Taking accountability for assets in inventory and follow the Purchaser’s procedures regarding asset hand over and disposal
• Providing on the spot training and education to users on how to use the hardware and software effectively, adhere to IT policies, and mitigate security risks
• Assisting with connecting to corporate networks, Wi-Fi and VPNs
• Troubleshooting network connectivity issues
• Providing credentials to visitors for access to a guest Wi-Fi network
• Maintaining comprehensive documentation of support activities, including hardware inventory, software configurations, and resolution steps for common issues
• Gathering user feedback on the provided IT services
• Analysing the feedback to identify areas for improvement
• Implementing changes to enhance the user experience

Preferred Qualifications

No preferred qualifications provided.