Location: 100% on-site Braine-l’Alleud, BE

Duties & Roles

• Provide engineering and operations support to End User
  Management in the area of Managed Devices service throughout
  the service lifecycle, and conduct co-ordination and communication
  between support and service provider;
• Serve as the highest level of technical escalation for
  complex issues related to managed client devices (Specifically on
  the EMS toolsets – SCCM/Intune);
• Analyse and resolve complex problems, collaborating with
  Level 1 and Level 2 support teams to provide timely resolutions;
• Administer and Support the Agency Patching, Orchestration
  and Reporting Services;
• Package and deploy software updates, commercial off-theshelf (COTS) and NATO off-the-shelf (NOTS) applications using
  EMS toolsets. (Formerly SCCM)
  – Develop hardware and software inventory reports
  – Perform implementation and maintenance of authorised
  software changes
  – Investigate and troubleshoot advanced network
  connectivity, performance, and security-related issues affecting
  managed devices and print services;
• Collaborate closely with cross-functional teams, including
  infrastructure, security, and application teams, to ensure seamless
  integration and support of managed devices and print services;
• Conduct in-depth root cause analysis and identify trends to
  prevent recurring issues and minimize service disruptions;
• Support the Section head in team and technical lead duties
  and decisions, while proposing and advising on technical guidance
  in regards to the technologies under their area
  – Performs implementation and maintenance of authorised
  software changes, related to assigned applications and the
  integration/tailoring of vendor-supplied components, following
  established procedures for quality, configuration control, testing,
  documentation and security;
• Provides and coordinates expeditious Level 2/3 support
  services (including technical help desk and emergency on-site
  assistance) to ensure assigned services remain operational;
• Proactively implement monitoring policies and solutions to
  ensure the 24/7 functionality of the systems;

Education, Experience and Training (essential)

• Higher vocational training in a relevant discipline with 4 years post-related experience. Or a secondary educational qualification with 6
  years post-related experience.
• At least 4 years’ experience implementing, managing, and
  optimizing collaboration tools and platforms within a digital
  ecosystem of an organization;
• Proven experience in implementing, maintaining and
  validating Skype for Business and/or Exchange infrastructure
  solutions based on the commercial and governmental best
  practises;
• Excellent troubleshooting skills of the server (MS
  Exchange/Skype) and client side (MS Outlook/Skype desktop
  client);
• Demonstrable knowledge of IT infrastructure and systems,
  including enterprise-class servers, operating systems, storage, and
  virtualization technologies;
• Practical experience of Windows Operating System, Active
  Directory, DNS, PowerShell scripting and the Exchange
  Management Shell;
• Very good experience deploying communication and
  collaboration software (such as video conferencing systems, team
  messaging applications, and document sharing platforms);
• Proven experience in handing and prioritizing multiple
  assignments;
• Proven experience in managing internal and external
  stakeholders;
• Very good experience with troubleshooting and providing
  end users’ support;
• Very good problem solving and communication skills.
• At least 4 years of recent work experience, related to IT
  system administrator functions of Communication and
  Collaboration systems, in particular Microsoft Exchange, MS
  Teams and Skype for Business.
• Working knowledge in system management automation and
  monitoring;
• Good understanding of Application security, Internet
  security and IT data protection mechanisms;
• Awareness of industry’s latest technology trends and
  applications, such as Cloud Applications and Security;
• Technical certification in Communication and Collaboration
  systems: MCSE or equivalent;
• ITIL v3/v4 Foundation certificate;
• Prior experience of working in an international environment
  comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization,
  including ACO and ACT.