3307 IT Technician (Deployables)

Full lifecycle Level 1 CIS support to Exercise event (imaging, transporting, setup, support and teardown activity) of between 30 - 150 sets of CIS equipment per scheduled customer event.

• A set of CIS equipment may consist of Laptops/ workstation, monitor, keyboard, mouse and phone.
• CIS equipment requires imaging, transportation, unpacking, installing on the end user desks and successfully connecting to the network.
• Level 1 CIS support will be required during the exercise event itself.
• After the event all deployed CIS equipment needs to be collected, returned to original state, packed and shipped to the warehouse.
• Complete required asset handling and registration documents in accordance with NATO directives.

Duties

• Assist CSU Storekeeper with transportation from central warehouse to CSU Facility.
• Unpack Laptops/ Desktops.
• Review the provided ROM to determine build requirement.
• Image laptop / workstation in line with security criteria in build room with baseline build.
• Liaise with AM / TM Support Team in terms of driver update / software requirement to be added to image.
• Once built, re-pack in provided containers for transportation.
• Complete any asset handling and registration documents in accordance with NATO directives.
• Set up CIS assets in accordance with Customer provided plan and floor plan, by CIS ready date.
• Connect laptops/ desktop to network (including patching of connections as required).
• Verify functionality of newly installed CIS equipment via login.
• Confirm with Customer POC when setup is complete.
• Ask for sign-off from Customer POC on setup (where applicable).
• Monitor ITSM ticketing tool queue for incidents and / or requests raised for event / exercise during support period.
• Troubleshoot formally reported issues and provide 1st Line incident support.
• If not resolvable at 1st Line, move incident to next level support and inform customer.

Do you have experience in Software troubleshooting?, * Deployable CIS Equipment

• NATO Exercises
• ICT CIS Environments, The Contractor's personnel is required to have the following MANDATORY Requirements.
• Minimum 3 years' experience working in an ICT CIS environment.
• Minimum 3 years' experience supporting IT users, desktop hardware and software.
• Minimum 3 years' experience working in an IT administration role.
• Computing Technology Industry Associating (CompTIA A+) or Microsoft Certified IT Professional certification is advantageous.
• Experience of providing hands on technical assistance across a diverse range of CIS equipment including but not limited to Workstations, Laptops, scanners, printers and VTC equipment.
• Background and experience in NATO static and deployable CIS equipment and networks
• Proven Experience in troubleshooting user access, permissions and profiles.
• Proven Experience working with Microsoft System Centre Configuration Manager or any other tool for automated desktop deployment.
• Proven Experience working with Active Directory Objects, user accounts and.
• Working knowledge of the capabilities and deployment of workstations and laptops.
• Working knowledge of current operating systems and office automation software.
• Working knowledge of policy, procedures, and organization of NATO CIS.
• Working knowledge of ITIL processes and procedures (incident, change, configuration and asset management).
• Working knowledge of ITSM ticketing tools (BMC Remedy).

Desired Requirements

• Working knowledge of SharePoint would be advantageous.