ICT Assistant G5 (Internal Candidate Only)

Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal candidates are considered first-tier candidates.
 Context

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, 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.

IOM is committed to ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM's workplace culture at IOM workplace culture | International Organization for Migration

Under the overall supervision of the Chief of Mission of IOM RCA, and the direct supervision of the Resource Management Officer, the incumbent will be responsible and accountable for providing the necessary Information Communications and Technology (ICT) support and guidance to Country Office.

1. Support the administration and monitoring of local services, systems, networks, and data; analyze and correct performance problems of network, systems, and applications and recommend solutions to enhance functionality, reliability, and/or usability; Ensure availability of information and systems with the proper management, monitoring, and troubleshooting of the backup system.

    

2. Provide end-user support and resolve all ICT issues timely and appropriately via email, telephone call, and/or in person; take ownership of users’ problems and be proactive when dealing with users’ issues and escalate to Global User Support (GUS) and supervisor when necessary and accordingly to identified priority levels. 

3. Keep secure all IT components and timely patched, including applications, computers, network devices, CCTV systems, access controls, mobile phones, telephone systems, etc. Administer and monitor systems and workstations supporting ICT-related tasks such as patch management, antimalware, disk encryption with BitLocker, and secure and compliant configuration of computers and mobile phones with Intune. 

    

4. Provide technical support to corporate applications and ICT standard software (e.g., Office365, SAP, Oracle, Migrant Applications, Internet security, Mobile Applications, Intune, and BitLocker).

    

5. Support the response with eventual security incidents affecting the local IT components, users, and applications.

    

6. Monitor the effective utilization of communication equipment and support technical requests, interacting with local and remote users to provide assistance and troubleshooting, including support with computers, applications, telephones, printers, scanners, PBX telephone systems, mobile phones, etc. 

    

7. Assist with the monitoring and troubleshooting of workstations, LAN, and WAN equipment (e.g., Cisco Meraki, Cisco ASA Firewall, switches, Wi-Fi access points, Microsoft Intune, PBX telephone systems, and antimalware systems).

    

8. Provide end-user training both as a technical support person in general and as a trainer for corporate applications and business processes. Provide guidance and training to junior ICT colleagues as needed. 

    

9. Produce and maintain relevant documentation and reference materials, including (but not limited to) ICT asset and software inventory, infrastructure diagrams, security documentation, etc. Recommend equipment and software replacements in a timely manner following the ICT asset lifecycle standards.

   📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟯! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟯 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔, 𝗜𝗢𝗠 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀! 🌐

   ⚠️ 𝐂𝐡𝐚𝐧𝐠𝐞 𝐘𝐨𝐮𝐫 𝐋𝐢𝐟𝐞 𝐍𝐨𝐰: 𝐏𝐨𝐰𝐞𝐫𝐟𝐮𝐥 𝐓𝐞𝐜𝐡𝐧𝐢𝐪𝐮𝐞𝐬 𝐡𝐨𝐰 𝐭𝐨 𝐠𝐞𝐭 𝐚 𝐣𝐨𝐛 𝐢𝐧 𝐭𝐡𝐞 𝐔𝐧𝐢𝐭𝐞𝐝 𝐍𝐚𝐭𝐢𝐨𝐧𝐬 𝐍𝐎𝐖!

    

10. Guidelines, Policies, and other frameworks (e.g., NIST).

     

11. Perform such other related duties as may be assigned.  Education

    • Completed university degree in Computer Science, Information Technology, or a related field from an accredited academic institution, with three years of relevant professional experience in Helpdesk / Service Desk roles.

    • Completed high school degree from an accredited academic institution, with five years of relevant professional experience.Accredited Universities are those listed in the UNESCO World Higher Education Database. Experience

      • Extensive experience in direct user technical support and computer, network, and communication equipment troubleshooting are a distinct advantage.
      • Correctly applies knowledge of specialized IT disciplines. Four years of relevant experience administrating Windows computers, Office365 tools (e.g., Microsoft Outlook), and LAN/WAN Meraki networking environment.
      • Extensive experience in direct user technical support and computer, network, and communication equipment troubleshooting.
      • Proven experience supporting Office 365 and cloud-based solutions in AWS, Azure, and/or Microsoft 365. 
      • Basic experience and/or knowledge in responding to cyber security incidents, vulnerability management, patch management, and security compliance daily tasks (e.g., NIST 800-53 cybersecurity standard and compliance framework).Skills

        • Microsoft Certification (MCP or above) in Windows Server 2019 or above and/or Active Directory is also preferable

        • Azure, Microsoft 365, and AWS Associate Certifications are important advantages

        • Cisco Certified Network Associate (CCNA) are an advantage.

        • Cybersecurity-related certifications and training are an advantage.

        • Other industry certifications such as Cisco CCNA, Avaya, CompTIA Network+, CompTIA Security+, or ITIL are an advantage.

        • Demonstrated ability to troubleshoot and resolve hardware and software problems

        • Knowledge of O365 applications.

        • Knowledge of Windows Administration in a 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 trainingLanguages

          • Fluency in French is required (oral and written). 

          • Fluency in the local language/s of the duty station is also required. 

          • Working knowledge of any UN Official language(s) and/or language(s) identified by the Country Office. Required Competencies Values- all IOM staff members must abide by and demonstrate these three values:Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments. Required Competencies IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process. Values - all IOM staff members must abide by and demonstrate these three 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.
12. Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.Core Competencies – behavioural indicators (Level 1)
13. Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.