SVN 2025/007 Information Technology Assistant (Tier 2 User Support)

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 

1. Provide end user support and ensure that all ICT Issue tickets and queries are logged and answered appropriately via email, telephone call and/or in person by taking Issue ticket ownership – open, update, and close assigned tickets, meeting or exceeding Service Level Agreements (SLA)
   1. Take ownership of user problems and be proactive when dealing with user issues.
   2. Provide Tier 1 and Tier 2 level technical support such as immediate diagnosis and workarounds for reported incidents.
   3. Log all actions and steps taken to respond to an incident or to complete a request.
   4. Assist in determining root causes and propose resolution for problems raised by reported incidents.
   5. Escalate to Global User Support (GUS) and supervisor when necessary and accordingly to identified priority levels.
   6. Administering and monitoring of local services, servers, systems, and networks and provide routine control of servers and data.
   7. Maintain and monitor the efficient access and uptime to Local, Corporate, or Cloud Services.
   8. Provide support, and/or assume lead role when required, for planned technology upgrades. Perform implementation and administration of system, 
   9. Maintain, monitor, and support the effective utilization of communication equipment (including but not limited to: PABX, videoconferencing equipment, and mobile devices)
   10. Provide end-user training both as a technical support person in general and as a trainer for corporate applications and business process.  Provide guidance and training to Tier 1 colleagues as needed. 
   11. Produce and maintain relevant documentation and reference materials, including (but not limited to): ICT asset and software inventory, infrastructure diagrams, security documentation, and Identity and access management records.  Recommend equipment and software replacements in a timely manner following the ICT asset lifecycle standards.
   12. Assist in analyzing and correcting performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/or usability.
   13. Administer and monitor server and workstation supporting systems such as patch management, antivirus, and backup, recommend and take appropriate actions when needed.  
   14. Participate in ensuring quality and continuous improvement measures following ICT Standards, Guidelines, and Policies.
   15. 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.
       • Microsoft Certification (MCP or above) in Windows Server 2016 and/or Active Directory.
       • Azure or AWS Associate Certification.
       • Cisco Certified Network Associate (CCNA)
       • Other industry certifications such as CompTIA, VCP or ITIL are a distinct advantage. 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. Languages
           • Native Spanish and English Fluent (Written) IOM’s 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   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.
2. Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated. Core Competencies – behavioural indicators (Level 1)
3. Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.