1.       Post Context

1.     The mission of the NATO STO is to help position the Nations and NATO’s S&T investments as a strategic enabler of the knowledge and technical advantage for the defence and security posture of NATO Nations and partner Nations.

2.     As described in the STO Charter, the STO Collaboration Support Office (CSO) is one of the executive bodies of the STO. Within the framework of the STO Collaborative business model, the CSO provides executive and administrative support to the S&T activities conducted through the STO level 2 committees and level 3 working groups. 

3.     Under the authority of the Branch Head (CIS Support), the incumbent carries out the duties of Communications and Information Systems (CIS) Hardware and Software specialised Support Technician. All his/her duties are performed under supervision however he/she must be capable of acting autonomously in so far as routine tasks and problem solving initiatives are concerned.    

2.       Reporting Lines

The Senior Technician (CIS Support) reports to the Branch Head (CIS Support).

3.       Principal Duties

The Senior Technician (CIS Support) is responsible for:

1.         Liaising with users to resolve level 2 and 3 issues.  When performing the Service Desk function, determining issues, conducting diagnostics to document, prioritise, resolve or delegate issues.

2.         Conducting investigation and resolution of complex issues through the execution of recognised diagnostic techniques, including the use of diagnostic software programs if necessary.

3.         Providing user training and support for equipment and software applications deployed at CSO and on mission (both CIS and Telecommunications). 

4.         Creation and maintenance of user network and e-mail accounts; e-mail distribution and global address lists.

5.         Configuration, issue, recovery and management of CSO Smartphones and Tablets, providing user instructions and continuous support, and monitoring service performance.

6.         Installation and update of hardware and software applications on the various CSO networks and Internet where appropriate.  Configuring, testing and trouble-shooting issues or requesting external IT contractor assistance if necessary, in accordance with established contracts.  Maintenance of documentation concerning configuration and change management.  Hardware includes workstations, servers, VTC equipment and related CIS peripheral equipment and Telecommunications (including wireless and mobile) equipment.

7.         Administration of the CIS physical and virtual infrastructure, respecting policy, security, antivirus, and backup solution and storage requirements.

8.         Identification, assessment and recommendation of opportunities to maintain best practice.  Proposal of new, and improvements to existing services and applications will be expected.

9.         Maintaining the CIS inventory application.  Equipment identification, location and loan control using tools and applications.  Spare part and consumable item stock control.   Delivery acceptance for conformity by identifying the various elements and quantities.

10.      Managing and monitoring configuration and data back-ups. Back-up planning, programming, execution and archiving.  Data retrieval on request.

11.      Assisting the Branch Head (CIS Support) and Principal Technician Cyber Security in aspects of Information Security, for example the secure cryptographic equipment.

12.      Administering the CIS virtual infrastructure.  Installation and configuration including policy, security, antivirus, backup and storage solutions.

13.      Updating documentation relating to CIS infrastructure, user, administration and installation guides, and operating procedures.

14.      Performing duties of Alternate Cryptographic Custodian.

15.      Manning the Service Desk when required

4.       Special Requirements and Additional Duties

Performing other related functions as required by the Branch Head (CIS Support).

5.       Essential Qualifications

1.       Professional / Experience

a)      Broad and sound experience in distributed Information and Telecommunications systems.

b)      Sound technical knowledge of both wide and local area networks.

c)      Sound knowledge of architectural design as applied to Computer and Telecommunications systems.

2.       Education / Training

Higher Secondary education and completed advanced vocational training in Computing coupled with a minimum of 5 years professional experience working in the field of Information Technology or Telecommunications.

3.       Language Requirements

Good knowledge of one of the two official NATO languages (SLP 3232) and elementary knowledge of the other (SLP 2121). The work at the CSO is mainly conducted in English.

6.       Desirable Qualifications

1.       Professional / Experience

a)    Familiar with the NATO Information Security policy. 

b)    Experience in the design and implementation of complex IT security architectures.

c)    Experience with e-business.

2.       Education/Training

Recognized certifications on IT systems/software.

3.       Language

a)    Good knowledge of both NATO official languages.

b)    Knowledge of other European language(s).

7.       Civilian Post

1.       Personal Attributes

a)      Reliable, trustworthy, discreet, with high sense of responsibility, showing tact, diplomacy, courtesy and with a pleasant personality.

b)      Good judgment.

c)      Willing to take initiative.

d)      Capable of working in a demanding scientific environment.

e)      Flexible in response to changing requirements.

f)        Willing to travel on CSO business as required and to accept occasional prolonged duty, especially at meetings.

2.       Managerial Responsibilities

The post holder may occasionally be required to supervise the work of contractors.

3.       Professional Contacts

In the execution of his/her duties, the incumbent maintains close working relations with other members of the branch, CSO staff and STO members in an interactive manner to solve day-to-day problems and to satisfy operational requirements. He/she may attend meetings where CIS and Telecommunications requirements are discussed.

4.       Contribution to the Objectives

The importance of Communications and Information Systems (CIS) in the operation of the CSO and the STO cannot be underestimated.  CIS are not simply used as support tools to assist the CSO staff in their daily work, but rather as an architecture that underpins the way the CSO and the STO function.  The incumbent of this position is essential to the operation of the CSO.

8.       Remarks

1.       Security Clearance

NATO COSMIC TOP SECRET

2.       Hand-over Period

Not applicable

3.       Tour Length

Not applicable

4.       De-confliction

Not applicable

5.       Work Environment

The incumbent will normally operate in an open office environment, with occasional exposure to excessive noise in a Server Room environment.  Long working hours and travel abroad are infrequent but expected.