DEFTEC Corporation · 22 hours ago
Senior Technical Service Coordinator
Norfolk, VA
Contract
Onsite
Mid, Senior Level
1+ years expDEFTEC Corporation delivers mission critical solutions through skillfully delivered services and innovative products. The Senior Technical Service Coordinator serves as a critical liaison between technical operations and end-users, providing specialized technical advice, incident and problem management support, and knowledge management services. This role ensures seamless service delivery across the NATO enterprise while maintaining performance targets and service levels.
AerospaceDelivery
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provides detailed and specific advice regarding the application of their specialism to the organisation's planning and operations
Actively maintains knowledge in one or more identifiable specialisms
Recognises and identifies the boundaries of their own specialist knowledge
Where appropriate, collaborates with other specialists to ensure advice given is appropriate to the organisation's needs
Maintains knowledge management systems and content to meet business needs
Supports others to enable them to complete knowledge management activities and form knowledge management habits
Supports changes to work practices to support capture and use of knowledge
Reports on the progress of knowledge management activities
Configures and develops knowledge management systems and standards
Analyses service and component availability, reliability, maintainability and serviceability
Contributes to the availability management process and its operation
Performs defined availability management tasks
Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels
Implements arrangements for disaster recovery and documents recovery procedures
Conducts testing of recovery procedures
Provides first line investigation and gathers information to enable incident resolution and allocate incidents
Advises relevant persons of actions taken
Investigates problems in systems, processes and services
Assists with the implementation of agreed remedies and preventative measures
Responds to common requests for service by providing information to enable fulfilment
Promptly allocates unresolved calls as appropriate
Maintains records, informs users about the process and advises relevant persons of actions taken
Qualification
Required
NATO Secret security clearance
Higher vocational training in a relevant discipline with 1 years post related experience
A secondary educational qualification with 3 years post-related experience
At least 1 year of practical experience in supporting the implementation and maintenance of ICT end systems within a large organization
Experience configuring hardware and software
An understanding of ICT systems and the ability to work independently
Incident management (USUP) Level 4
Problem management (PBMG) Level 3
Customer service support (CSMG) Level 3
Specialist advice (TECH) Level 4
Availability management (AVMT) Level 4
Knowledge management (KNOW) Level 3
A thorough knowledge of English, both written and spoken, is essential
Physical ability to lift equipment up to 25 lbs
Position requires 100% on-site presence at CSU Norfolk
Preferred
Higher vocational training in a relevant discipline with 2 years post related experience
A secondary educational qualification with 4 years post-related experience
At least 2 years practical experience of implementation and maintenance of ICT end systems within a large organization
Extensive experience configuring hardware and software
A strong understanding of ICT systems and the ability to work independently to solve problems
Practical experience troubleshooting technical issues and providing technical support to end-users
Benefits
Medical
Dental
Vision
Holiday
Paid time off
Life insurance
Short/long-term disability
Educational reimbursement
401k contributions dollar for dollar up to 3% of the employee's income and an additional $0.50 for every dollar between 4-5% of the employee's income
Company
DEFTEC Corporation
DEFTEC supports complex customer environments with mission critical products and services by rendering invaluable Depth, Experience, and Focus.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Linda Harris
Chief Executive Officer
Barbara Reeder
Retired
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