Goal

Provide technical support to AOC emp loyees in order to ensure a safe and healthy work environment and proper functioning of syst ems and networks

General Profile

• Has developed expertise in a variety of work processes or activities typically developed through a combination of job related training and considerable on-t he-job experience
• Typically acts as a lead, coordinating the work of others, but not a supervisor
• Works autonomously within established procedures and practices
   

Key Responsibilities

Functional Specific Responsibilities

Facilities Services

• Plan and coordinate in-house moves of workspaces
• Plan and coordinate inspections of facil it y equipment/systems and ensure operation of systems/equipment is within specified parameters
• Maintain the t echnical condition of the building,the insta llations and the facilitation of a safe wor kplacefor 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 li ne IT support to AOC employees and remote PMT users and ensure proper functioni ng of AOC's network technology
• Revie w operating and security reports generated by the LAN computing platforms
• Support, maintain and enh ance exist ing computer applicat ions and other network systems
• Offer hardware support for AOC's net wo rk technology, which provides comprehensive internat ional and domestic systems service and support to all AOC depa rt ments, Divisions and PMT sites in AOC's area of operation
• Support the installat ion, adm inistrat ion and maintenance of multiple LAN & WAN subsystems operations
• Support the enhancement and development of computer software and hardware
• Support test ing and evaluat ion of IT systems

Contacts

External

• Maintains contact external with hardwarevendors related to maintenance of vendor products, with contractors providing off ice related services and wit h officia l government organizat ion fo r safety approvals

Internal

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

Requirements

Functional Specific Requirements

Facilities Services

• Experience with power, electrical and/ or mechanical equipment including generato rs, critical and essentia l PDU's, UPS, switchgear,chillers, Air handling units, computer grade cooling systems, DC Power Systems, and building monitor ing/control systems

Technical IT Support

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

Required Competency Levels

Initiative
Addressing Gaps in Work

• Ant icipates and takes action on what needs to be done to accomplish an objective, task or goal; finds alternative or lessobvious ways to carry out plans.

Motivating and Energizing Self and Others

• Sets challenging yet motivati ng short and long term goals which lead to beneficial individual and team results.

Self-Starting

• Accepts ow nership for individual performance, results and actions; volunteers for tasks before being asked by other or being forced by events.

Quality Orientatio n
Understanding Quality Standards/Knowledge of Standards of Excellence

• Raises aw are ness of quali t y expectations by discussing the im portance of quality standards wit h team members.

Applying and Maintaining Quality Standards

• Docum ents quality stan dards and pro toco ls to ensure consistent applicat ion; reviews the work of others for quality assurance.

Measuring and Tracking Quality

• Uses qual ity tools and t echniques to continuously focus on  and  measure discrepancies  from quality st andards.

Col laboration/Teamwork    
Delivering Information and Assistance

• Actively participate s in m eeting s by providing input, expressing opinions , and off er in g solutio ns; ensures that others have an opportun ity to voice their thoughts.

Role Identit y and Interpersonal Interactions

• Works in an open and dependable manner with team members; assumes individual contributor or manager role as needed.

Building/Maintaining Relationships and Fostering Cooperation

• Establishes and grows work ing relationships; seeks out and encou rages different and diverseideas from others.

Customer Focus
Identifying and Anticipating Customer Needs

• Displays an interest in the customer by trying to understand their concerns and issues; draws on customer insight to help others with how to best meet current and future customer needs.

Customer Care/Service

• Develop positive internal and external customer relationships by consistently and efficiently delivering value.

Following Customer Service Trends

• Shares best practice knowledge with others in work team; identifies ways in which the customer experience could be enhanced.

Accountability
Taking Responsibility and Ownership

• Takes responsibil ity for achieving job requirements, tasks and objectives even if other resources are required.

Driving and Delivering Results

• Willingly and appropriately goes beyond the scope of one's job to get the work done and meet commitments made to others.

Managing Expectations and Working Through Setbacks

• Takes responsibility for individual and team errors by personally fixing problems and unintended consequences.

Required Competency Levels (cont)