Organizational Context and Scope
The Coastal States Stability Mechanism (CSSM) aims to increase state presence and community resilience in remote areas of Benin, Ghana and Togo that are at risk of encroachment by violent extremist organizations. CSSM is currently funded by the German Federal Foreign Office (GFFO), the Dutch Ministry of Foreign Affairs and the United Kingdom Foreign, Commonwealth & Development Office (UK FCDO) and aligns with GFFOโs Concept on Foreign and Security Policy Strategy for an Integrated Peace, as well as regional and national efforts to prevent violence. CSSM is implemented by IOM in close coordination with GFFO as well as with communities in priority zones and all levels of the host Governments.
Under the overall supervision of the Chief of Mission, the administrative supervision of the Resources management Officer and the technical supervision of the ICT Officer in IOM Ghana, the Information Technology (IT) & Data Assistant will provide first tier technical support and services to users of CSSMโs corporate applications and infrastructure, promoting a client and service-oriented approach of the CSSM project in Ghana, Togo and Benin Country Offices and providing support in these areas to staff.
- Serve as the first point of contact for helpdesk support, assisting local and remote users with technical issues and troubleshooting.
- Provide end-user supportย in alignment with established Service Level Agreements (SLAs):
Deliver Tier 1 technical assistance, including diagnostics and workaround solutions.
Log all actions taken to resolve incidents or fulfill service requests.
Identify root causes and propose solutions.
Escalate to Tier 2 support when necessary, based on issue priority.
- Support ICT unit operations and infrastructure management, ensuring compliance with IOM standards, policies, and guidelines across CSSM offices and sub-offices โ covering network architecture, system administration, telecommunications, and ICT service delivery.
- Support the administration of the CSSM Grants Management System,ย including user access control, troubleshooting, data entry, data quality assurance and ensuring timely and accurate information uploads by contributing staff across units and field offices.
- Provide technical support for corporate applications and standard ICT software, such as Office365, WAVE, Migrant Applications, internet security tools, and mobile applications.
- Assist with the installation, maintenance, and monitoring of IT hardware and infrastructure, including workstations, servers, LAN/WAN equipment (e.g., firewalls, switches, Wi-Fi access points), Microsoft Intune, backup systems on Azure, and antivirus solutions.
- Support server and service administration, including AWS and Azure cloud platforms, VMware environments, Windows Server systems, Active Directory, enterprise antivirus, and backup infrastructure.
- Contribute to system upgrades and IT infrastructure changes, ensuring alignment with IOM ICT standards and relevant technical instructions.
- Deliver user induction and training, providing guidance on IOM systems, devices, and network usage to promote effective system utilization.
- Administer asset management operations for IOM-CSSM,ย encompassing equipment tracking, maintenance oversight, assignment validation, and ensuring up-to-date records within Flexi Pro and WAVE asset management systems.ย
- Maintain ICT inventory records, including updates to documentation for active and retired equipment and network configurations.
- Perform other related duties as required.
EDUCATION
- University degree in computer science, telecommunications, electronic engineering, or a related field from an accredited academic institution with ย three (3 ) year of relevant experience, or
EXPERIENCE
ย Experience administrating Windows Server and LAN/WAN 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 or Azure.SKILLSย
Identify, diagnose and troubleshoot end-user computerโs problems including Windows Operating Systems, Cisco VPN Connectivity, Microsoft Office, etc. Including remote troubleshooting tools Manage users in Active Directory, Exchange Server and Office 365.ย Capacity to configure networking equipment including switches, firewalls, routers (e.g. Cisco, Riverbed). Knowledge in administering corporate antivirus and corporate backup systems. Experience with ITIL-based service desk ticketing systems. Creation of users, extensions, and overall administration of telephone switchboard systems (e.g. Avaya, Siemens.) Managing videoconferencing systems (e.g. Webex, Polycom). Experience troubleshooting macOS and macOS-based applications. SAP troubleshooting experience will be considered an advantage.LANGUAGES
Required: English (written and spoken - fluent) Desirable: French (highly preferred)IOMโs official languages are English, French and Spanish.
Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.
REQUIRED COMPETENCIES
The incumbent is expected to demonstrate the following values and competencies
IOMโs competency framework can be found atย this link. Competencies will be assessed during the selection process.
Values - all IOM staff members must abide by and demonstrate these 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 Competenciesย โ behavioural indicators
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 Organizationโs 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.