End User Support Technician (Service Desk & IMAC)

About the role

Spektrum supports the NATO Communications and Information Agency (NCIA) and its Tier 1 suppliers, and is recruiting an End User Support Technician to support the NCIA's Assistance and Advisory Service (AAS). The technician provides first and second line support to users of NATO CIS services, covering the service desk, provisioning and installation of end-user equipment (P-IMAC) and restoring faulty devices, within ITSM-driven processes and agreed service levels. Assignments may be normal hours, extended hours or on a shift basis, including nights and weekends.

Key responsibilities

• Act as a point of contact for users through the service desk: log, categorise, prioritise, diagnose and resolve incidents and service requests, escalating with complete information.
• Create, modify, reset and verify user accounts, passwords, MFA and access rights (Active Directory, Exchange).
• Install, configure and troubleshoot client software, from office automation to NATO-specific applications, and verify licensing.
• Provision end-user devices (desktops, laptops, thin clients, mobile devices, printers) with imaging, OS deployment, domain join, security baseline, role software and inventory registration.
• Carry out IMAC (install, move, add, change) and restore faulty devices to the standard build, then test and return them.
• Implement authorised changes, run routine checks on endpoints (updates, patches, configuration, connectivity) and record all work in the service management tool.
• Support major incidents, exercises and events, including on-call and shift work.

Required profile

• Higher vocational training or secondary education in IT or a related discipline.
• At least two years of end-user IT support experience (service desk, desktop or deskside) in an enterprise or operational environment.
• Right to work and reside in Turkey (work and residence permit or Turkish citizenship).
• Valid NATO SECRET security clearance at the start of the assignment.
• Willingness to work shifts, including nights and weekends, and travel to other NATO sites in the area of responsibility may be required.

Required skills

• Windows 10/11, Microsoft Office 365, Outlook/Exchange and Active Directory administration.
• Device imaging and deployment with SCCM/MECM, Intune or equivalent.
• Basic networking (IP, DNS/DHCP, LAN/Wi-Fi) and mobile device support (iOS), VPN and remote access.
• ITSM tool such as BMC Remedy, ServiceNow or Jira Service Management.
• Desirable: ITIL Foundation, CompTIA A+, MD-102, PowerShell, VDI (VMware Horizon, Citrix), Apple device management, endpoint security tools, and experience in NATO, defence or international organisations.