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.