Established in 1951, IOM is the leading interโgovernmental organization in the field of migration and works closely with governmental, intergovernmental, and nonโgovernmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants. Under the overall supervision of the Head of Sub-office and the direct supervision of the Information Management Officer (IMT Officer), the incumbent will be assisting in providing the needed support for implementing the activities of the IT Unit in Tunisia and its subโoffice Sfax In particular:
1.Provide endโuser support and ensure that all ICT support requests and quires are logged in thehelpdesk ticketing system and answered appropriately within the agreed service level of agreement(SLA), by taking ownership of these requests, opening, updating, and closing them in the helpdeskticketing system.
a.Take ownership of usersโ requests/issues and be proactive when dealing with these issues
b.Provide Tier 1 level technical support such as immediate diagnosis and workarounds forreported incidents.
c.Log all actions and steps taken to respond to an incident or to complete a request.
d.Assist in determining root causes and propose resolutions for problems raised by reportedincidents.
e.Escalate to the Regional Office or Global User Support (GUS) when necessary and according tothe identified priority level of the issue.
2.Assist in creating and maintaining comprehensive documentation and reference materials for plannedand delivered ICT systems in the mission and update global user support of the planned changes inadvance
3.Provide support, troubleshooting, and necessary maintenance of network and system devicesincluding servers (physical and virtual), switches, routers, and other relevant devices.
4.Install and relocate the organizational unitโs hardware, coordinate equipment servicing, and manageuser accounts. Maintain an updateโtoโ date inventory of ICT software licenses and of ICT equipment incoordination with the Asset unit, and advice the owners/management about assets that requirereplacement and the licenses that require renewal in a timely manner
5.Assist in managing the regular updates of patches and firmware of operating systems and othersoftware and the distribution of the updates to all the workstations, as well as other devices. Regularlyupdate to the latest firmware/patches to ensure protection from threats and vulnerabilities
6.Configure or assist in the configuration of servers (physical and virtual) and active LAN componentsincluding wireless devices and other 3 security appliances.
7.Support the proper maintenance and upgrade of operating systems, as well as endโuser applicationsand software, including MS O365.
8.Provide firstโline support to IOMโs corporate applications and other inโ house developed software
9.Support the proper implementation of ICT policies, guidelines, and standards in IOM Tunis.
10.Perform other related duties as required by his/her supervisor
EDUCATION
Completed High school or diploma in Computer Science relevant education with a professional experience of 4 years or ;
University degree in computer sciences or a combination of relevant education with professional experience for a minimum of 2 years
EXPERIENCE
Certification in any of the following (ITIL V4, MS AZโ900, MS AZโ104) is an advantage.
Experience working with specialized international agencies (UN Agencies, International Organisations, and International NGOs) is advantageous.
SKILLS
Indicate position specific skills, for example:
โข In depth knowledge of the broad range of migration related subject areas dealt with by theOrganization; and,
โข Knowledge of UN and bilateral donor programming.
โข Knowledge of financial rules and regulations.
โข Knowledge of International Public Sector Accounting Standards (IPSAS).