Established in 1951, IOM is the leading interโgovernmental organization in the field of migration and works closely with governmental, intergovernmental, and nonโgovernmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.
Under the direct supervision of the Head of Resources Management in Maputo and the overall supervision of the Chief of Mission, the incumbent will be responsible for assisting in the maintenance, support, and implementation of the IT Infrastructure in IOM Maputo Office.
1. Provide endโuser 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 ownership of these requests, opening, updating, and closing them in the helpdesk ticketing system.
ย ย ย ย ย a. Take ownership of usersโ requests/issues and be proactive when dealing with these issues
ย ย ย ย ย b. Provide Tier 1 level technical support such as immediate diagnosis and workarounds for reported incidents.ย
ย ย ย ย ย c. Log all actions and steps taken to respond to an incident or to complete a request.ย
ย ย ย ย ย d. Assist in determining root causes and propose resolutions for problems raised by reported incidents.ย
ย ย ย ย ย e. Escalate to the Regional Office or Global User Support (GUS) when necessary and according to the identified priority level of the issue.
ย 2. Assist in creating and maintaining 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.
3. Provide support, troubleshooting, and necessary maintenance of network and system devices including servers (physical and virtual), switches, routers, and other relevant devices.ย
4. Install and relocate the organizational unitโs hardware, coordinate equipment servicing, and manage user accounts. Maintain an updateโtoโ date inventory of ICT software licenses and of ICT equipment in coordination with the Asset unit, and advice the owners/management about assets that require replacement and the licenses that require renewal in a timely manner
ย 5. Assist in managing the regular updates of patches and firmware of operating systems and other software and the distribution of the updates to all the workstations, as well as other devices. Regularly update to the latest firmware/patches to ensure protection from threats and vulnerabilitiesย
6. Configure or assist in the configuration of servers (physical and virtual) and active LAN components including wireless devices and other 3 security appliances.ย
7. Support the proper maintenance and upgrade of operating systems, as well as endโuser applications and software, including MS O365.ย
8. Provide firstโline support to IOMโs corporate applications and other inโ house developed software.
ย 9. Support the proper implementation of ICT policies, guidelines, and standards in IOM Maputo.ย
10. Regularly report needs and progress on ITC Issues in his/her area of responsibility
11. Perform any other duties as may be assigned.
Education
- Completed High school or diploma in Computer Science relevant education with a professional experience of 4 years or ;
- ย University degree in computer sciences or a combination of relevant education with professional experience for a minimum of 2 years. Accredited Universities are those listed in the UNESCO World Higher Education Database. ย Experience
- Certification in any of the following (ITIL V4, MS AZโ900, MS AZโ104) is an advantage.ย
- Experience working with specialized international agencies (UN Agencies, International Organisations, and International NGOs) is advantageous. Skills
- Has progressive experience in networking environment (LAN/WAN) and Motorola VHF and Codan HF Network.ย
- Experience with Windows Server software in a multi-site environment, TCP/IP, MS Office, Antivirus Software, and IT Utilities.
- Experience with HP/Compaq, Dell, IBM, and Cisco Equipmentย Languages 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. ย Required Competencies ย IOMโs competency framework can be found at this link. Competencies will be assessed during the selection process. ย 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.