Sr. ICT Assistant

Context

Under the overall supervision of the Chief of Mission and direct supervision of the Resources Management Officer, the successful candidate responsible to support the provision of ICT solutions and services in the country office including end user support. The role is essential for maintaining efficiency and effectiveness of missions IT networks and systems, contributing to the overall organizational productivity in alignment with IOM ICT Strategy, policies, and standards.

Responsibilities

• Provide end user support and ensure that requests, issues and incidents are addressed within established service level of agreement (SLA):
• Take ownership of users’ request/issues open, update, and close them in the helpdesk ticketing system.
• Provide Tier1 level technical support such as immediate diagnosis and workarounds for reported incidents.
• Log all actions and steps taken to respond to an incident or to complete a request.
• Determine root causes and propose resolution for problems raised for reported incidents.
• Escalate to Tier 2 when necessary and according to the identified priority level of the issue.
• Implement IOM ICT Standards and IOM ICT Policies and Guidelines regarding networks, systems, telecoms, ICT services, equipment usage, procurement of ICT equipment and information security
• Create and maintain comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and update the regional office of the planned changes in advance.
• Perfrom daily monitoring and maintenance of systems and networks and assist in analyzing performance problems and recommend solutions to enhance functionality, reliability, and/or usability.
• Assist in responding promptly to information security incidents, , mitigate and mainatain IT Risks Register and escalate complex issues to the relevant specialist teams/units for resolution.
• In coordination with the Regional Office and Central ICT information Security Unit assit in the roll out of cyber security efforts.
• Assist in updating regular operating sytems and software patches/firmware for workstations and devices to maintain security and protection against threats and vulnerabilities.
• Assist in the implementation and evaluation of digital solutions and liaise with the information management team to support and maintain mission data systems and analytics.
• Support in maintaining inventory of ICT software’ licenses and of ICT equipment in coordination with asset unit, and advice the owners/management about assets that require replacement and the licenses that require renewal in a timely manner.
• Contribute to the Business Continuity and Disaster Recovery Plans for mission databases and other ICT related services. Manage and monitor completion and accuracy of server’s backup plans and ensure simulation is carried out regularly to enable timely recovery when required.
• Assist in delivering ICT trainings to end users to facilitate productive use of existing and new systems and tools available in IOM.
• Assist in liaising with service providers for the provision of adequate ICT services andsupplies.
• Perform other related duties as required by supervisor.

Qualifications

• University degree / (High school or diploma) in computer science or a combination of relevant education.
• Certification in any of the following (ITIL V4, MS AZ-900, MS AZ-104) is an advantage.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

• Four years for university degree’s holder, or six years years for diploma (or High school) degree’s holder professional experience in networking environment (LAN/WAN) and Tier-1/2 level network/desktop support.
• Experience working with specialized international agencies (UN Agencies, International Organizations, and International NGOs) advantageous.
• Demonstrated ability to troubleshoot and resolve hardware and software problems
• Knowledge of O365 applications.
• Knowledge of Windows Administration at multi-site environment.
• ​Knowledge of MS Azure environment and cloud computing Knowledge of TCP/IP and Telecoms/Network protocols, Cisco devices, VPN, Active directory, Backup and Replication, Ticketing systems, , Antivirus Software, and ICT utilities.
• Ability to deliver end user training

For all applicants, fluency in English is required (oral and written).

Required Competencies

Competencies will be assessed during the selection process. – all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core competencies– behavioural indicators (Level 2)

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies– behavioural indicators (Level 2)

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings.

Notes

• Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
• This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
• This post is subject to local recruitment. Only those holding a valid residence and work permit for the country where this position is based will be eligible for consideration.
• Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable. Vaccination against COVID-19 will be required for IOM personnel who are hired or otherwise engaged by IOM. As part of the mandatory medical entry on duty clearance, candidates will be requested to provide evidence of full vaccination.
• IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.