ICT Assistant

Internal and external candidates will be considered for this vacancy. For the purposes of this vacancy, internal candidates are defined as staff members holding a regular, fixed-term or short-term graded or ungraded contract, including Junior Professional Officers (JPOs), staff on Special Leave Without Pay (SLWOP), and staff members on secondment/loan released by the Organization, unless otherwise specified in their contract. Staff members holding a regular, fixed-term or short-term graded contract will not retain their contract type if appointed to an ungraded position.
 ContextUnder the overall supervision of the Head of the Resource Management Unit and direct supervision of the Information Mgmt & Technology Officer, the ICT assistant is responsible for supporting the provision of ICT solutions and services in the country office, including end-user support. The role is essential for maintaining the efficiency and effectiveness of missions' IT networks and systems and contributing to overall organizational productivity.

1.Provide end-user support and ensure that all ICT support incidents and requests are addressed within the agreed service level agreements (SLA):

a.    Manage users’ requests/issues, opening, updating, and closing them in the helpdesk ticketing system.
b.    Provide Tier 1 technical support such as immediate diagnosis and workarounds for reported incidents.
c.    Log all actions and steps taken to respond to an incident or to complete a request.
d.    Assist in determining root causes and propose resolutions for problems raised for reported incidents.
e.    Escalate to Tier 2 at the Regional Office or supervisor when necessary and according to the issue's identified priority level.

2.Provide first-line support to IOM’s corporate applications and other software developed in-house.
3.Provide support, troubleshooting maintenance, and configuration of the network, conference, telephony, physical security, and system devices 
4. Install and relocate the organizational unit’s hardware, coordinate equipment servicing, and manage user accounts. 
5.Respond promptly to information security incidents, mitigate and maintain the IT Risks Register, and escalate complex issues to the relevant specialist teams/units for resolution.
6. Assist in updating regular operating systems and software patches/firmware for workstations and devices to maintain security and protection against threats and vulnerabilities.
7.  Support in maintaining inventory of ICT software licenses and equipment in coordination with the asset unit and advise the owners/management about assets that require replacement and licenses that require renewal in a timely manner.
8. Assist in the implementation of IOM ICT Standards and IOM ICT Policies and Guidelines regarding networks, systems, telecoms, ICT services, equipment usage, procurement of ICT equipment and information security
9.Perform other related duties as required by the supervisor.

Education

• University/Institute Degree in Computer Science/Systems Engineering with at least 2 years of working experience in network (LAN/WAN) administration.
• Use of hardware/software & telecommunications facilities.Accredited Universities are those listed in the UNESCO World Higher Education Database. Experience
  • Basic IT Support Experience
    •     Troubleshooting hardware and software issues
    •     Supporting users in person or remotely
  • Experience with Operating Systems
    •     Windows (especially Windows 10/11)
    •     Basic knowledge of macOS or Linux is a plus
  • Network Basics
    •     Understanding of LAN/WAN, IP addressing, routers, switches
    •     Experience in setting up or troubleshooting Wi-Fi and wired networks
  • Office Software Knowledge
    •     Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
    •     Email and calendar configuration (e.g., Outlook/Exchange)
  • Device Setup
    •   Installing and configuring laptops, desktops, printers, and mobile devices
  • User Account Management
    •     Basic knowledge of Active Directory (creating users, password resets)
  • Helpdesk or Ticketing System Use
    •     Experience with tools like ServiceNow, Jira, Freshdesk, or othersSkills
    • Excellent communication and negotiation skills. Personal qualities include commitment, efficiency, flexibility, self-motivation, respect for diversity, and creative thinking.
    • Focus on the client's result and respond positively to feedback. Approach work with energy and a positive and constructive attitude. 
    • Demonstrates openness to change and ability to manage complexity.
    • Application of knowledge for specialized IT disciplines.Languages
      • For this position, fluency in English & Arabic is required (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.