Senior Information and Communication Technology Assistant

Under the direct supervision of the National Information and Communication Technology Officer, and in close coordination with the Regional and Global ICT support, the incumbent will be responsible for implementing the activities of IOM Jordan ICT unit . In particular:

1. Provide end user support and ensure that all ICT support requests and quires are logged in the helpdesk ticketing system and answered appropriately within the agreed service level of agreement (SLA), by taking the ownership of these requests, open, update and close them in the heldpesk ticketing system. 
2. Take ownership of users’ request/issues and be proactive when dealing with these issues.
3. Provide Tier1 and Tier 2 level technical support such as immediate diagnosis and workarounds for reported incidents.
4.  Log all actions and steps taken to respond to an incident or to complete a request.
5. Determining root causes and propose resolution for problems raised by reported incidents.
6. Escalate to supervisor, Regional and Global User Support (GUS) when necessary and according to the identified priority level of the issue.
7. Create  and maintain 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.
8. Analyze  performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/or usability.
9. Maintain an update- to- date 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.
10. Contribute to the Disaster Recovery Plans for mission databases and other ICT related services. Manage and monitor completion and accuracy of server’s backup plans in line with IOM ICT standard and ensure that backup and other procedures are in place. Support in preparing documentation and ensuring that the simulation is carried out regularly to enable timely recovery in case will be required. 
11. Develop when necessary and provide ICT trainings to all end users to facilitate  productive use of existing and new systems and tools available in IOM.
12. Undertake daily monitoring and maintenance of systems and networks (LAN, WAN, VPN, VOIP), carry out analysis performance identify problems of network, systems and recommend solutions to enhance functionality, reliability, and/or usability to ensure uninterrupted service of mission-critical servers and systems.
13. 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.
14. Manage  the regular updates of patches and firmware of operating system and other software and the distribution of the updates to all the workstations, as well other devices. Regularly update to latest firmware/patches to ensure protection from threats and vulnerabilities.
15. Perform other related duties as required by his/her supervisor. Education
    • 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.   Experience
      •  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. Skills
        • Knowledge of O365 applications.
        • Knowledge of Windows Administration at multi-site environment.
        • Knowledge of MS Azure environment.
        • Knowledge of TCP/IP and Telecoms/Network protocols, Cisco devices, VPN, VoIP, Active directory, Backup and Replication, Ticketing systems, SAN\\NAS, VMware, Antivirus Software, and ICT utilities. Languages

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

            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.
16. Courage: Demonstrates willingness to take a stand on issues of importance.