2024-0226 Technical Help Desk Support (NS) PORTUGAL - 30 Oct Location: Oeiras, PORTUGAL
Salary: EUR 20,000 - 30,000
Requirement: Technical Help Desk Support
Full-Time On-Site: Yes
Time On-Site: 100%
Required Security Clearance: NATO SECRET
Introduction:
The NATO Communications and Information Academy (NCI Academy) located in Portugal, Belgium and The Netherlands reinforces NATO's technological edge through excellence in Cyberspace learning.
The NCI Academy has the Academy Learning Environment, which is the toolset associated with all back-end learning and development activities. To secure the Academy Learning Environment, there is a team responsible for all activities related to the operation and maintenance of this infrastructure.
Scope Of Work:
The NCI Academy is looking to outsource the Help Desk function for Academy Systems and Users. The resource will be part of a team and will provide the service using an Agile and iterative approach during multiple sprints.
Main activities include:
Activating user accounts.
Addressing issues related to locked accounts, password resets, and reactivations.
Resolving system email failures and activating them as required.
Assisting with older LMS accounts.
Guiding on account creation.
Resolving account duplication issues.
Analysing credentials and securing POC approvals.
Addressing delivery failures.
Supporting cyber security incident investigations.
Assisting users with course search issues.
Resolving content-related issues.
Tracking learning progress in the LMS platform.
Resolving course certificate generation issues.
Supporting instructors and users with technical issues.
Implementing and managing a ticket system.
Supporting data migration from other systems.
Providing rapid response to user issues.
Ensuring all support inquiries receive a response within 30 minutes.
Coordination And Reporting:
The resource shall participate in status update meetings, sprint planning, and other meetings, either in person or via electronic means. Each sprint must be reported verbally and in writing within three days after the sprint's end date.
Security:
The contractor providing the services is required to hold a valid NATO SECRET security clearance.
Qualifications:
This work requires a resource with the following qualifications:
Valid security clearance provided by the national security organization.
Experience in a help desk or technical support role, preferably with Learning Management Systems.
Ability to work independently and manage multiple tasks.
Excellent written and verbal communication skills.
Strong analytical skills for quick issue identification.
Desirable qualifications:
Proficiency in diagnostic tools for troubleshooting.
Understanding of cybersecurity practices.
Knowledge of NCI Agency and NCI Academy.
Experience with agile methodologies.
Level 3 English language skills according to NATO STANAG 6001.
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