SVN-EC036-2025-ITAS Information Technology Assistant

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 Under the general supervision of the ​Chief of Mission,​ and direct supervision of the ​​Resources Management Officer​​, and in close coordination with the ICT Central Team, the incumbent will provide first-level technical support and services to users of IOM’s corporate applications and infrastructure, promoting a client and service-oriented approach for the IOM Ecuador country office. 

1. ​​Serve as the first level and frontline for helpdesk technical support 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.
2. ​Provide technical support to corporate applications and ICT standard software (e.g., Office365 applications, SAP, Oracle, Migrant Applications, Internet Browsing Security, Mobile Applications, Bitlocker for disk encryption, etc.);
3. ​Provide technical support with the installation and maintenance of computers, peripherals, and the backup system; Administer and monitor systems and workstations supporting ICT-related tasks such as patch management, antimalware, and backup;
4. ​Keep secure all IT components and timely patched, including applications, computers, network devices, CCTV systems, access controls, mobile phones, telephone systems, etc.  
5. ​Assist with the monitoring 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);
6. ​Assist with the administration of network devices, services including but not limited to AWS, Azure and Microsoft 365 Cloud-based services, Active Directory, corporate antivirus systems, and corporate backup;
7. ​Contribute with system upgrades and IT infrastructure changes ensuring compliance with ICT Standards and other relevant ICT instructions;
8. ​Provide induction, guidance, and training on IOM systems, devices, and network usage to end-users to facilitate the productive use of existing and new systems;
9. ​Help to maintain an IT inventory of active and retired equipment, including regular updates to the technical documentation of the IT network;
10. ​Support local and remote users with the setup and troubleshooting of teleconference meetings and calls;  
11. ​Perform other related functions as required.  Education
    • High school degree, and four years of relevant experience administrating Cloud-based services (Azure, AWS and/or Microsoft 365), and LAN/WAN networking environments, including Cisco Meraki; or
    • Bachelor’s degree in in computer science, telecommunications, and systems engineering, and two years of relevant experience as mentioned above.

      Any of the above qualifications plus the following will be an advantage:

      • AWS or Azure, and/or Microsoft 365 Cloud Certification (Associate) are important advantages.
      • Microsoft Certification (MCP or above) in Windows Server 2019 or above and Active Directory is also preferable.
      • Other industry certifications such as Cisco CCNA, Avaya, CompTIA Network+, CompTIA Security+, or ITIL.
      • Cybersecurity-related certifications and training are an advantage.    Accredited Universities are those listed in the UNESCO World Higher Education Database.   Experience
        • 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 or Azure.
        • 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
          • ​​Identify, diagnose, and troubleshoot end-user computer’s problems including Windows Operating Systems, Cisco VPN Connectivity, Microsoft Office, etc. Including remote troubleshooting tools
          • ​Manage users in Active Directory and Office 365
          • ​Capacity to configure networking equipment including switches, firewalls, and antennas (e.g. Cisco Meraki and ASA).
          • ​Knowledge of 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. Microsoft Teams, Webex, Polycom)
          • ​Experience troubleshooting macOS and macOS-based applications
          • ​SAP and Oracle troubleshooting experience will be considered an advantage​  Languages
            • For this position, is requeired fluency in Spanish and intermediate English (oral and 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.
      • 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 Competencies – behavioural indicators (Level 1)
    • Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
12. Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.