3201 IT Implementation Support Specialist

• Implementation Management
• Service Desk / Help Desk
• Iterative approach using sprints

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

• User support will be the core responsibility of the early lifecycle support (ELS) staff.
• Guide users through the enrolment guide for each the enrolment of each of the end-devices (laptops, tablets, mobile phones, iPads).
• Provide user-support for self-enrolment process.
• Provide user-support for users seeking technical assistance from IT Kiosk.
• Perform troubleshooting through diagnostic techniques and pertinent questions.
• Training users in best practices.
• End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones).
• Direct unresolved issues to the next level of support.
• Liaise with other NCI Agency service lines concerning to incidents resolution and requests fulfilment.
• Pass on any feedback or suggestions by users to the appropriate internal channels.

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:

• Provide IT administrative tasks like account resets, attendance updates, issue log updates, and updates to the IMDB.
• Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops.

Technical Advisory Resource and Change Management

• Assists advising customers within the Area of Responsibility (AoR) on technical aspects of the service provision.
• Assists developing technical, cost, and resource assessments for emerging requirements.
• Manages and maintains the Time Accounting System in support of accurate tracking and reporting.
• Performs Change Management activities to ensure proper evaluation, approval, and implementation of changes in accordance with established processes.

Continuous Improvement

• Identify areas for improvement in the enrolment process, documentation, and best practices.
• Proactively identify potential vulnerabilities and coordinate preventive measures.
• Contribute to the knowledge base of the implementation team.
• Ensure all information and registers are accurate and up-to-date.

SKILL, KNOWLEDGE & EXPERIENCE
This service requires the following qualifications:

Technical Proficiency:

• Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune.
• Familiarity with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.

Problem-Solving Skills:

• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
• Ability to guide users through problem-solving steps effectively.

Automation Skills:

• Experience with PowerShell scripting to automate routine support tasks.
• Proficiency in using Power Automate to create workflows and automate repetitive processes.
• Ability to identify and implement automation opportunities to enhance efficiency.

Communication and Interpersonal Skills:

• Excellent verbal and written communication skills.
• Full proficiency in English.
• Ability to communicate technical information to non-technical users in a clear and concise manner.

Customer Service Orientation:

• Strong customer service focus with a commitment to user satisfaction.
• Patience and empathy when dealing with user issues and concerns.

Organizational Skills:

• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records.

Team Collaboration:

• Ability to work effectively as part of a team and share knowledge and resources.
• Willingness to collaborate with colleagues to solve complex issues.

Others:

• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
• Full proficiency in the English language. French language proficiency is of advantage.
• The candidate must have the nationality of one of the NATO nations.
• The candidate must possess a NATO Secret Security Clearance or national equivalent that can be transferred to a NATO Secret Security Clearance.

This is a condensed version of the job description. A full, detailed job description will be provided during the application process.