Required Security Clearance:
NATO SECRET
DUTIES AND ROLE
Knowledge management
* Maintains knowledge management systems and content to meet business needs.
* Supports others to enable them to complete knowledge management activities and form knowledge management habits.
* Supports changes to work practices to support capture and use of knowledge.
* Reports on the progress of knowledge management activities.
* Configures and develops knowledge management systems and standards.
Application support
* Follows agreed procedures to identify and resolve issues with applications.
* Uses application management software and tools to collect agreed performance statistics.
* Carries out agreed applications maintenance tasks.
System software
* Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning.
* Applies system software parameters to maximize throughput and efficiency.
* Installs and tests new versions of system software.
* Contributes to preparation of software implementation procedures with fall back contingency plans.
Incident management
* Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
* Advises relevant persons of actions taken.
Customer service support
* Acts as the routine contact point, receiving and handling requests for support.
* Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
* Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
* Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
* Contributes to creation of support documentation.
Additional Duties For This Post
* Deputize for higher grade staff, if required.
* Performs other duties as may be required.
* Working hours based on a shift pattern might be required.
SKILL, KNOWLEDGE & EXPERIENCE
* The candidate must have a currently active NATO SECRET security clearance.
* Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience.
* Good knowledge of and experience in the installation, maintenance and troubleshooting of OS Windows, MS Office, Visio, MS Project and Internet Explorer.
* Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN).
* Experience is demanding customer facing roles and in end-user support in general.
* Extensive experience in performing user administration in MS Active Directory and Exchange.
* Experience of Outlook configuration and administration and troubleshooting in an MS exchange environment.
* Competency in call center tracking tools.
* Prior experience supporting customers in use of application software.
* Proficiency in using support software tools.
* Strong experience with automating IT tasks and processes and procedures.