Qualifications:

Higher vocational training in a relevant discipline with 2 years post-related experience, or a secondary educational qualification with 4 years post-related experience.
Detailed knowledge of Local Area Network (LAN) and Wide Area Network (WAN) communications, router/switch based networks, routing protocols, with specific expertise on Cisco products and technologies.
Ability to understand, assess, and resolve technical issues in troubleshooting environments under time pressure.
At least 2 years of recent practical experience in a CIS Service Operations environment.
Experience configuring, installing, and troubleshooting industry-standard desktop Windows Operating Systems and Microsoft Office applications.
Recent working knowledge of TCP/IP protocols and standards.

Desirable Qualifications / Experience:

Knowledge of NATO CIS policies, procedures, and organization.
Experience maintaining and operating NATO crypto equipment.
Experience working in a Service Desk environment.
Certification or qualification in PC hardware repair and configuration.
Formal training in Local Area Networks (LAN).
Experience working in an international environment with military and civilian elements.
Knowledge of NATO responsibilities, including Allied Command Operations (ACO) and Allied Command Transformation (ACT).

Duties / Role:

Execute assigned work orders under guidance of centralized services to ensure SLA targets are met.
Install and configure Desktop Services.
Install, operate, and maintain Voice and Data communication, Network, Audio/Video, and VTC equipment.
Manage Routing and Switching equipment, VoIP, and VTC infrastructures and circuits.
Perform advanced analysis and troubleshooting of Desktop, Communications, and Network Services.
Test and evaluate supported hardware and software (firmware and drivers).
Manage Incident Support Requests, including creation, reporting, tracking, resolution, and closure.
Support team members and contribute to customer service improvements.
Implement corrective actions to support Problem Management.
Contribute to service improvement recommendations and procurement processes for Operations and Maintenance of approved equipment.
Participate in a Duty Support Shift, possibly on a 24/7 basis.
Deputize for higher-grade staff as needed.
Perform other duties as required within the NCI Agency's scope.

Note: The job posting appears active; no indicators of expiration are present.
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