Goal

Provide technical support to AOC employees in order to ensure a safe and healthy work environment and proper functioning of systems and networks

General Profile

• Has developed specialized skills or is multi-skilled developed through job-related train ing and considerable on­ the-job experience
• Completes work with a limited degree of supervision
• Likely to act as an informal resource for colleagues with less experience
   

Key Responsibilities

Functional Specific Responsibilities

Building Security Services

• Responsible for patro ls and surveillance activities to ensure protection of the building, facilities and AOC personnel in the AOC The Hague office
• Controlling access of peop le and incoming and outgoing mail/goods
• Ensure the proper functioning of alarm systems and safety equipment through maintenance checks and recommend on enhancements
• Ensuring incidents and emergencies are successfully dealt with and are in line with procedures

Facilities Services

• Coord inate in-house moves of workspaces
• Coord inate inspections of facil ity equipment/systems and ensure operation of systems/equipment is within specified parameters
• Maintain the technical condition of the building, the installations and th e facilitation of a safe workplace for all employees at AOC The Hague
• Ensure incidents and emergencies are successfully dealt with and are in line with procedures

Technical IT Support

• Provide 1st, 2nd and 3rd line IT support to AOC employees and remote PMT users and ensure proper functioning of AOC's network technology
• Review operating and security reports generated by the LAN computing platforms
• Support, maintain and enhance existing computer applications and other network systems
• Offer hardware support for AOC's network technology, which provides comprehensive international and domestic systems service and support to all AOC depa rt ments, Divisions and PMT sites in AOC's area of operation
• Support the installation, administration and maintenance of multiple LAN & WAN subsystems operations
• Support the enhancement and development of computer software and hardware
• Support testing and evaluation of IT systems
   

Contacts

External

• Maintains contact external with hardware vendors related to maintenance of vendor products, with contractors providing office related servicesand with official government organization for safety approvals
• Maintains contact with contractors, visitors and other for the purpose of establishing identity and access control

Internal

• Maintains contact internal with personnel on issues relat ed to Office equipment and services, with IT business unit to report facility related issues, and with the Managing Director to plan office distribution

Requirements

Functional Specific Requirements

Building Security Services

• Able to operate gate equipment including X-Ray Machine and Explosive Detector

Facilities Services

• Affinity with power, electrical and/or mechanical equipment including generators, critical and essential PDU's, UPS, switchgear, chillers, Air handling units, computer grade cooling systems, DC Power Systems, and building monitoring/control systems
• High school diploma complemented with degree in Security or related field (for Security Officer role)

Technical IT Support

• Experience with IT-support, including 3rd line support

Required Competency Levels

Initiative
Addressing Gaps in Work

• Shows an active interest in own work and suggests improvements to current ways of working.

Motivating and Energizing Self and Others

• Motivated to perform tasks unt il personal goals are met and desired results are achieved.

Self-Starting

• Executes tasks in a time ly manner without being asked; independently drives work to completion with minimal instruction.

Quality Orientation
Understanding Quality Standards/Knowledge of Standards of Excellence

• Builds knowledge of st andards of excellence for products and services within the organization.

Applying and Maintaining Quality Standards

• Applies quality standards and ensures accuracy and completeness of individual work output s.

Measuring and Tracking Quality

• Reviews own work outputs to ensure quality standards are met.

Collabor at ion/Te amwork
Delivering Information and Assistance

• Willingly and openly shares information with others in a timely manner; readily offers support for others whenever possible.

Role Identity and Interpersonal Interactions

• Acknowledge one's role on the team and how own role contributes to the common goals of the team.

Building/Maintaining Relationships and Fostering Cooperation

• Builds relationships with colleagues and works cooperatively with others in alignment with team objectives.

Customer Focus
Identifying and Anticipating Customer Needs

• Asks the right questions and listens directly to customers to gain an understanding of their needs; accurately identifies and defines customers' needs or issues.

Customer Care/Service

• Responds to standard requests from internal/external customers; performs necessary duties consistently and reliably to meet customer expectations.

Following Customer Service Trends

• Keeps current on best practice and trends in customer service and customer care, is compliant with internal best practices and standards.

Accountability
Taking Responsibility and Ownership

• Learns to take responsibility and ownership for own tasks, decision and outcomes.

Driving and Delivering Results

• Delivers consistent results and meets predetermined deadlines within the scope of own job/role; is accountable for own projects.

Managing Expectations and Working Through Setbacks

• Acknowledges personal errors and problems without passing blame.

Required Competency Levels (cont)