ICT Assistant

Mission and objectivesThe Office of the International Organization for Migration (IOM) was established in Tunisia in March 2001, following the Republic of Tunisia’s accession to IOM in June 1999 and the signing of the Headquarters Agreement between the Tunisian authorities and the IOM Director General. This agreement grants the Organization diplomatic privileges and immunities, as well as a cooperation framework. The Tunis office was the first IOM representation in the Maghreb. IOM’s main partners are the Ministry of Social Affairs, the Ministry of Interior, the Ministry of Vocational Training and Employment, the Ministry of Foreign Affairs, the Ministry of Women, Family, and Children, and the Ministry of Health. In addition, IOM Tunis is part of the United Nations Country Team and works closely with UN agencies present in the country, as well as other international organizations. IOM also supports the efforts of Tunisian civil society and works closely with them in the field, alongside migrant communities. Since its establishment, IOM Tunis has implemented various programs in the fields of co-development, labour migration, migration dialogue, migrant protection, and the fight against trafficking, in close collaboration with the Tunisian government. IOM in Tunisia is committed to: • Promoting the rights of migrants • Protecting and assisting vulnerable migrants according to their needs • Promoting health and migrants’ access to health services • Assisting migrants and sea rescue survivors • Combating trafficking and protecting victims • Preventing the risks of irregular migration

ContextEstablished in 1951, IOM is the leading inter‐governmental organization in the field of migration and works closely with governmental, intergovernmental, and non‐governmental 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 sub‐office Sfax.

Task Description1. Provide end‐user support and ensure that all ICT support requests and quires are logged in the help desk 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 help desk ticketing system. a. Take ownership of users’ requests/issues and be proactive when dealing with these issues b. Provide Tier 1 level technical support such as immediate diagnosis and workarounds for reported 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 report ed-incidents. e.Escalate to the Regional Office or Global User Support (GUS) when necessary and according to the identified priority level of the issue. 2. Assist in creating and maintaining comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and update global user support of the planned changes in advance 3. Provide support, troubleshooting, and necessary maintenance of network and system devices including servers (physical and virtual), switches, routers, and other relevant devices. 4. Install and relocate the organizational unit’s hardware, coordinate equipment servicing, and manage user accounts. Maintain an update‐to‐ date inventory of ICT software licenses and of ICT equipment in coordination with the Asset unit, and advice the owners/management about assets that require-re placement 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 other software and the distribution of the updates to all the workstations, as well as other devices. Regularly update 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 components including wireless devices and other 3 security appliances. 7. Support the proper maintenance and upgrade of operating systems, as well as end‐user applications and software, including MS O365. 8. Provide first‐line support to IOM’s corporate applications and other in‐ house developed software 9. Support the proper implementation of ICT policies, guidelines, and standards in IOM Tunis.

Competencies and values• Accountability • Adaptability and flexibility • Creativity • Judgement and decision-making • Planning and organizing • Professionalism • Self-management

Living conditions and remarksThe position is based in Sfax, Tunisia. UN Specialist Volunteers get the following package: • Volunteer Living Allowance (2,350 TND per month./Month) • Entry Lump-Sum = USD 400 (one-time payment paid in TND) • Comprehensive coverage for health, life and malicious acts for the UN Volunteer only. • Exit allowance (paid on successful completion of the assignment) TND 195 for each month served, paid on completion of contract. • Access to UNV E-Campus for training and learning including access to LinkedIn learning. Additional information available at: • https://app.unv.org/calculator • https://www.unv.org/volunteer-your-country-conditions-service