Service Desk Technician

Spektrum have a wide range of exciting opportunities in several global locations.

We are always looking to add great new talent to our team and look forward to hearing from you.

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO's principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Background

Based in Norfolk, Virginia, USA the NCI Agency is looking for Service Desk and Helpdesk Support (Level 1) in the journey to support NATO's modernisation of IT services, leveraging the public cloud (Microsoft 365 and Intune), to deliver managed, protected and reliable End User Services.

Supreme Allied Commander Transformation (SACT) Norfolk:

SACT Norfolk is dedicated to transforming and modernizing NATO's military capabilities to address evolving security challenges. This command leads NATO's efforts in innovation, capability development, and strategic transformation, ensuring the alliance's operational readiness and effectiveness.

Joint Force Command (JFC) Norfolk:

JFC Norfolk is responsible for ensuring the security of the North Atlantic and coordinating joint military operations across the region. This command plays a crucial role in maintaining transatlantic security and readiness by planning and executing joint and combined operations to protect NATO's interests.

NCI Agency – Cloud Centre of Excellence (CCoE)

The NCI Agency is dedicated to providing advanced technological solutions and support to NATO and its member nations. Its mission is to ensure effective and secure communication and information systems for the alliance, enabling operations and decision-making. The agency plays a critical role in maintaining NATO's technological edge and operational readiness through innovation, collaboration, and the implementation of cutting-edge technologies.

The Cloud Centre of Excellence (CCoE) within the NCI Agency is focused on driving successful cloud adoption and maximizing the potential of cloud technologies across the organization. It serves as a central governing body, promoting best practices, enabling knowledge sharing, and ensuring alignment between business objectives and cloud initiatives. The CCoE supports various cloud-based solutions, ensuring their effective and efficient implementation and management. By fostering a culture of continuous improvement and innovation, the CCoE helps the NCI Agency leverage cloud technologies to enhance operational efficiency, scalability, and agility.

The NCI Agency is seeking Service Desk and Helpdesk Support (Level 1) as part of our Cloud Operations support team. The service will provide Level 1 support for end-user devices and Microsoft 365 services, including remote assistance, password resets, and troubleshooting M365 tools. The service requires delivering prompt technical support to ensure user satisfaction and operational efficiency, supporting an internal Service Desk Management environment.

The service includes support for end-user devices running Windows OS and Apple devices managed through Intune, troubleshooting hardware and software issues, and supporting Microsoft 365 services (Outlook, Teams, SharePoint Online, OneDrive for Business). The service will also include remote help tools for troubleshooting, handle password resets and intermediate Azure AD tasks, log and track incidents using the internal Service Desk Management environment, and escalate complex issues to Level 2 support. They will also contribute to knowledge base management and provide user guidance and training.

Role Duties and Responsibilities

• End-User Device Support:
  • Provide first-level support for end-user devices, including desktops, laptops, tablets, and smartphones running Windows OS and Apple iPhones/iPads managed through Intune.
  • Troubleshoot and resolve hardware and software issues, ensuring minimal disruption to users.
• Microsoft 365 Services Support:
  • Offer support for Microsoft 365 services, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
  • Assist users with M365 collaboration tools, ensuring efficient use and problem resolution.
• Remote Assistance:
  • Use remote help tools to provide support and troubleshooting for remote users.
  • Guide users through problem-solving processes remotely, ensuring clear communication and resolution.
• Password Resets and Account Management:
  • Assist users with password resets and account unlocks in accordance with security protocols.
  • Manage intermediate user account tasks in Azure AD, including updating user information and permissions.
• Incident Logging and Tracking:
  • Log and track support incidents using the Jira Service Desk ticketing system.
  • Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
• Escalation:
  • Escalate complex issues to Level 2 support or appropriate teams when necessary.
  • Follow up on escalated issues to ensure timely resolution and user satisfaction.
• Knowledge Base Management:
  • Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
  • Share knowledge and best practices with team members to improve overall service quality.
• User Education:
  • Provide users with guidance and training on best practices for using end-user devices and M365 services.
  • Promote self-service tools and resources to empower users and reduce support requests.
• Performance Monitoring:
  • Monitor support metrics and KPIs to ensure high-quality service delivery.
  • Participate in regular reviews to identify areas for improvement and implement corrective actions.
• Communication and Collaboration:
  • Communicate effectively with users to understand their issues and provide clear instructions.
  • Collaborate with IT teams to resolve issues and improve service delivery.

Essential Skills and Experience

• Technical Proficiency:
  • Strong understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune.
  • Experience with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
• Problem-Solving Skills:
  • Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
  • Ability to guide users through problem-solving steps effectively.
• Communication and Interpersonal Skills:
  • Excellent verbal and written communication skills.
  • Ability to communicate technical information to non-technical users in a clear and concise manner.
• Customer Service Orientation:
  • Strong customer service focus with a commitment to user satisfaction.
  • Patience and empathy when dealing with user issues and concerns.
• Organizational Skills:
  • Ability to manage multiple support tickets and prioritize tasks effectively.
  • Attention to detail in documenting support activities and maintaining accurate records.
• Team Collaboration:
  • Ability to work effectively as part of a team and share knowledge and resources.
  • Willingness to collaborate with colleagues to solve complex issues.
• Jira Service Desk Proficiency:
  • Experience using Jira Service Desk for incident logging and tracking.
  • Ability to utilize Jira features for effective service management and reporting.
• Others:
  • The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
  • Full proficiency in the English language. French language proficiency is of advantage.

Working Location

• Norfolk, Virginia

Working Policy

• On-Site
  • Shift work

Travel

• Some travel to other NATO sites may be required

Contract Duration

• July 2024 – Dec 2024

Security Clearance

• Valid National or NATO Secret personal security clearance

We never know what new opportunities might be just over the horizon. If this opportunity isn't for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.