Chief Technician (Digital Collaboration)

Who we are:

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in Braine L’Alleud, Belgium you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join the NATO Digital Workplace Centre (NDWC), which is responsible for the Digital Workplace, covering operational NATO services, across all content classifications and security domains, for desktop computing, mail, instant messaging, video teleconference (VTC), content services platforms, telephony, printing and mobility services. NDWC responsibilities also cover the support of digital events, meetings and large-scale conferences for both the Agency and NATO stakeholders. NDWC also has the responsibility for driving the future roadmaps of these services across the NATO Enterprise to enable a NATO Digital Workplace through new services.

We are looking for a driven and enthusiastic Chief Technician (Digital Collaboration) who will take on the following roles and responsibilities:

• Responsible for systems providing the Collaboration Services, on-premise and on the Cloud (MS Exchange, MS Skype for Business, MS Teams, Exchange Online);
• Provide expeditious Level 2 and Level 3 support services (including technical support to service desk and emergency on-site assistance) to ensure Collaboration services remain operational;
• Provide technical expertise to enable the configuration of system components and equipment for systems testing;
• Collaborate with technical teams to develop and agree system integration plans and report on progress;
• Maintain application support processes, and check that all requests for support are dealt with according to agreed procedures;
• Install or remove hardware and/or software, using supplied installation instructions and tools, including handover to the client.

For a full list of duties, please review the job description on the NCI Agency career site.

About you:

The valuable knowledge and experience that you bring to this role are:

• 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 practices;
• 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. 
• Fluency in English, both written and spoken.

Note that the work is conducted mainly on site in Braine L’Alleud, Belgium.

What we offer:

• Genuinely meaningful work as part of the most successful alliance in history;
• 3 year contract with competitive tax-free salary and household and children’s allowances;
• Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;
• Excellent private health insurance scheme;
• Generous annual leave of 30 days plus official holidays;
• NATO Pension Scheme;
• Development programs such as professional training, wellbeing, and more.

To learn more about NCI Agency and our work, please visit our website.

The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability. 

Additional details on the conditions of application can be found here via the NCI Agency career site.