System Engineer

4 weeks ago

Norfolk, United States CORPGLOBAL CONSULTING Full time

Role: Engineer (ICT Systems Operations, Administration and Maintenance)

Location: Norfolk, Virginia

Start date: 01/07/2024

Contract length: December 31st 2024

Profile

RFQ C003544 Engineer (ICT Systems Operations, Administration and Maintenance)

Duties:

  • 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

Requirements:

  • 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
  • At least 3 years recent practical experience within a CIS Service Operations environment;
  • At least 1 year recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems;
  • At least 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).

Desirables:

  • 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.



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