REACH Kiosk Support (NS)

This 1st line REACH support technician is responsible for the first line support at location Brunssum. The REACH 1st line support technician is responsible for installing, configuring, and maintaining computer hardware, software, and networks. He/she troubleshoot technical issues, provide technical support, and ensure that all systems are secure and up to date. He/she provides technical support to end-users and troubleshoots any issues that arise. They may be involved in supporting the development of new ICT systems. This includes direct end user support and customer contact for hand-out of end-user equipment and collection when a user leaves and resolution for all EUD related incidents. You will manage timelines, oversee administrative tasks, and collaborate with local technical Support team members as well as wider NCIA teams, Customer POCs and external companies to ensure functionality of user end user devices and services.

• Configures the hardware and software environment as required by the system being integrated.
• Produces integration test specifications, conducts tests and records and reports on outcomes.
• Installs or removes system components using supplied installation instructions and tools.
• Conducts standard tests and contributes to investigations of problems and faults.
• Confirms the correct working of installations.
• Documents results in accordance with agreed procedures.
• Assists in the design of hardware platforms; considers cost, performance, tools and operation systems.
• Participates in the installation of hardware platforms to ensure the effective delivery of IT services.
• Compares hardware platforms across one’s own organization and their competitors.
• Adheres to guidelines and policies on hardware platform usage.
• Assists in changing hardware platforms, while maintaining minimal disruption to the clients programs.
• Prepare and maintain operational workstation baseline for multiple networks within the AOR
• Assure successful deployment of security updates and anti-malware/data loss prevention endpoints
• Assure security hardening based on security settings and group policies
• Install and document remote application provisioning services based on, but not limited to, Windows Remote App concept
• Liaise with the Agency’s Centralised Service Desk for incident, problem and change management, * The candidate must have a currently active NATO SECRET security clearance

• The successful applicant must have previous and recent experience (within the last 3 years) as a first line support person for modern, network connected end-user-devices, such as notebooks, monitors, printers, etc.
• Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience.
• At least 2 years’ experience providing functioning support of hardware, software, networks and computers in large organizations.
• Hands-on experience in client provisioning, application deployment and bare metal install using MDT and SCCM as toolsets.
• Practical experience detecting and troubleshooting client OS and software provisioning problems.
• Knowledge of the entire Microsoft Operating system product line administration, with focus on Windows 10/11
• Deep knowledge of implementing and administering large active directory environments
• Clear communication skills and experience of end-user support.
• Proficient is the use of the English Language. Most of the work of the NCI Agency is conducted in the English language.
• Required Certification: ITIL foundation.