JISR Services Support Centre (JSSC) Chief Technician - Cluster 3

RFQ C004984 JISR Services Support Centre (JSSC) Chief Technician - Cluster 3

Duties

• The scope of the assignment will be limited to providing Level2 and Service Management Support according to the submitted Incidents, Service Requests, Change Requests, Task, Requests for Information or Internal activities, traceable through the relevant ticketing toolset and/or Azure DevOPS ticketing system.
• The Chief Technician will be required to respond, document, categorize and solve all the assigned tickets according to the internal processes and procedures.
• The work will be executed mainly onsite, but some activities might require offsite presence at other NATO locations.
• The Chief Technician will participate in the daily reporting and planning activities (daily meetings) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the Service Delivery Manager(s).
• The Chief Technician will have to resolve tickets covering a wide range of Level2 activities, for example: Install, maintain, monitor and support the SIGINT COINS components, including support of Operations, Missions and NATO exercises.
• Provide timely response and resolution to all support tickets (incidents, service requests, changes, internal activities) following the internal processes.
• Escalate issues to Level3 support team as appropriate, support in the troubleshooting and debugging of found issues (for instance document and escalate trouble tickets).
• Offer Subject Matter Expertise for the JSSC applications to the user community and to COIs (supporting the Requests For Information).
• Apply patches and install software updates, coordinate outages (according to agreed Approved Service Interruptions, Security Audit Findings, regular software updates).
• Participate in SIGINT Change Advisory Board (CAB) as needed to support new software releases in the validation and verification process (support to Change Requests).
• Participates in on-call support. He/she also adheres to flexible 8 hrs/5 days a week shifts, which may be scheduled on-demand based on operational needs.

Requirement

• Must have experience within the profile of computer science or information technology.
• Ability to analyse unusual maintenance complex problems.
• Advanced theoretical and practical knowledge of the following related topics: 2-Tier Leaf-and-Spine Data Center Architecture.
• Advanced theoretical and practical knowledge of the following related topics: Hyper converged infrastructure and virtualization technologies.
• Advanced theoretical and practical knowledge of the following related topics: Cloud services to include Platform as a Service (PaaS), Software as a Service (SaaS), Infrastructure as a Service (IaaS) solutions.
• Advanced theoretical and practical knowledge of the following related topics: TCP/IP addressing and subnetting covering both Local and Wide Area Networking.
• Advanced theoretical and practical knowledge of the following related topics: Link encryption devices for IP-based computer networks.
• Advanced theoretical and practical knowledge of the following related topics: Data at rest encryption solutions for classified and sensitive data protection.
• Advanced theoretical and practical knowledge of the following related topics: Switching and Routing protocols and techniques including Voice over IP technology and Open Network Install Environment (ONIE) for bare metal network switches.
• Advanced theoretical and practical knowledge of the following related topics: Information Assurance techniques including firewalls, antivirus protection, data loss prevention, intrusion detection prevention systems solutions.

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