Qureos Mentor

Contact One Communications, Inc.

<div><ul><li>Implementation Management</li>
<li>Service Desk / Help Desk</li>
<li>Iterative approach using sprints</li>
</ul>
 
Required Security Clearance: NATO SECRET 
 
SCOPE OF WORK 
Under the direction / guidance of the Cloud Operation Centre Manager, the Early Lifecycle Support staff will execute the following services: 
 
Early Lifecycle Support 
<ul><li>User support will be the core responsibility of the early lifecycle support (ELS) staff.</li>
<li>Guide users through the enrolment guide for each the enrolment of each of the end-devices (laptops, tablets, mobile phones, iPads).</li>
<li>Provide user-support for self-enrolment process.</li>
<li>Provide user-support for users seeking technical assistance from IT Kiosk.</li>
<li>Perform troubleshooting through diagnostic techniques and pertinent questions.</li>
<li>Training users in best practices.</li>
<li>End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones).</li>
<li>Direct unresolved issues to the next level of support.</li>
<li>Liaise with other NCI Agency service lines concerning to incidents resolution and requests fulfilment.</li>
<li>Pass on any feedback or suggestions by users to the appropriate internal channels.</li>
</ul>Admin and logistic support 
Part of the enrolment is also a structured approach for the physical transport and handout of end-device to the end-users. To this end, the team will support the logistical element by: 
<ul><li>Provide IT administrative tasks like account resets, attendance updates, issue log updates, and updates to the IMDB.</li>
<li>Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops.</li>
</ul>Technical Advisory Resource and Change Management 
<ul><li>Assists advising customers within the Area of Responsibility (AoR) on technical aspects of the service provision.</li>
<li>Assists developing technical, cost, and resource assessments for emerging requirements.</li>
<li>Manages and maintains the Time Accounting System in support of accurate tracking and reporting.</li>
<li>Performs Change Management activities to ensure proper evaluation, approval, and implementation of changes in accordance with established processes.</li>
</ul>Continuous Improvement 
<ul><li>Identify areas for improvement in the enrolment process, documentation, and best practices.</li>
<li>Proactively identify potential vulnerabilities and coordinate preventive measures.</li>
<li>Contribute to the knowledge base of the implementation team.</li>
<li>Ensure all information and registers are accurate and up-to-date.</li>
</ul>SKILL, KNOWLEDGE &amp; EXPERIENCE 
This service requires the following qualifications: 
 
Technical Proficiency: 
<ul><li>Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune.</li>
<li>Familiarity with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.</li>
</ul>Problem-Solving Skills: 
<ul><li>Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.</li>
<li>Ability to guide users through problem-solving steps effectively.</li>
</ul>Automation Skills: 
<ul><li>Experience with PowerShell scripting to automate routine support tasks.</li>
<li>Proficiency in using Power Automate to create workflows and automate repetitive processes.</li>
<li>Ability to identify and implement automation opportunities to enhance efficiency.</li>
</ul>Communication and Interpersonal Skills: 
<ul><li>Excellent verbal and written communication skills.</li>
<li>Full proficiency in English.</li>
<li>Ability to communicate technical information to non-technical users in a clear and concise manner.</li>
</ul>Customer Service Orientation: 
<ul><li>Strong customer service focus with a commitment to user satisfaction.</li>
<li>Patience and empathy when dealing with user issues and concerns.</li>
</ul>Organizational Skills: 
<ul><li>Ability to manage multiple support tickets and prioritize tasks effectively.</li>
<li>Attention to detail in documenting support activities and maintaining accurate records.</li>
</ul>Team Collaboration: 
<ul><li>Ability to work effectively as part of a team and share knowledge and resources.</li>
<li>Willingness to collaborate with colleagues to solve complex issues.</li>
</ul>Others: 
<ul><li>The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.</li>
<li>Full proficiency in the English language. French language proficiency is of advantage.</li>
<li>The candidate must have the nationality of one of the NATO nations.</li>
<li>The candidate must possess a NATO Secret Security Clearance or national equivalent that can be transferred to a NATO Secret Security Clearance.</li>
</ul>This is a condensed version of the job description. A full, detailed job description will be provided during the application process.</div>

3201 IT Implementation Support Specialist

Join Contact One Communications, Inc. and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Contact One Communications, Inc.

ABOUT_COMPANY

3201 IT Implementation Support Specialist