Reference: C001091/12
Location: Mons, Belgium
Contract Period: December 31, 2026
Security Clearance: NATO Secret
Position Overview
We are recruiting a Senior Technician for our Centralized Service Desk to provide expert-level IT support across NATO's NU, NR, and NS networks. This position requires a service-oriented professional who excels in fast-paced technical support environments and can deliver both remote and on-site assistance.
Key Responsibilities
IT Service Desk Operations
* Provide timely and accurate end-user support including incident management, problem escalation, and remote assistance
* Deliver user training and guidance on NATO network systems
* Perform on-call Level 1 service support both remotely and on-site
Proactive System Monitoring
* Monitor IT Service Desk incident management systems continuously
* Identify and act on incidents promptly
* Alert second-line support teams of performance degradation or system downtime
* Advise ITCS management on corrective or procurement actions for system weaknesses
Incident Management & Escalation
* Gather comprehensive information for trouble tickets to enable effective escalation
* Route issues to appropriate second-line support teams
* Facilitate rapid resolution through accurate problem documentation
Software Provisioning & Maintenance
* Ensure timely deployment and maintenance of client software
* Support standard office automation software and specialized business applications
* Maintain custom NATO software applications
Additional Duties
* Perform other duties as assigned
Required Qualifications
Essential Experience:
* Minimum 1 year recent experience in IT Service Desk functions
* Detailed knowledge and hands-on experience with Microsoft Windows Operating Systems (Windows 7)
* Detailed knowledge and experience with Microsoft Office 2010 Enterprise Edition (including Office Communicator 2007/Lync 2010)
* Knowledge and experience with Microsoft Windows Office SharePoint Server 2007/2010 from an end-user perspective
* Strong understanding of network technologies including VPN, WiFi networks, and mobile data communications (Bluetooth, GPRS/UMTS)
Required Skills & Attributes
* Service-minded attitude with strong interpersonal skills
* Genuine interest in direct user interaction and support
* Excellent problem-solving and communication abilities
* Ability to work effectively under pressure in a security-sensitive environment
Working Conditions
* Full-time on-site position
* Working in secured areas
* Total scope: 1,733 hours
Benefits:
* Private Insurance
* A dynamic challenging environment resulting in continuous learning / education / progression
* Ability to work with cutting edge technologies
* Pleasant working environment
* Ability to expand knowledge and responsibilities
UpcoMinds is a dynamic IT company with 28 years of experience that provides end-to-end web and mobile solutions helping businesses to reinvent themselves in the digital world. Our team’s skills and expertise will ensure the holistic digital transformation of any organization, which will considerably improve both business operations and customer’s experience.
Our goal is to always have our end products and services reflect our deep engineering skills and elegant progressive design aesthetic. We fundamentally believe deeply in developing long term strategic partnerships with our clients by exceeding expectations and maintaining a high level of transparency.
Find out more about us at www.upcominds.com
We commit to promote Inclusion & Diversity by creating a working environment where all employees are treated with dignity and respect and where individual differences are valued. We offer equal opportunity in all aspects of employment.
Our recruitment consultants will go through your Curriculum Vitae as soon as possible and get back to you to discuss the opportunity for which you apply. If you don’t hear from us in the coming ten (10) working days, you may consider that you have not been selected for the particular job. Your CV will be retained for two years in accordance with GDPR regulations.