Overview
The ICT Assistant is responsible for supporting the provision of ICT solutions and services in the country office, including end-user support, to maintain the efficiency and effectiveness of IT networks and systems.
Tasks Summary
- Provide end-user support and manage ICT support incidents and requests.
- Provide Tier 1 technical support, including diagnosis and workarounds.
- Log actions taken to respond to incidents or complete requests.
- Assist in determining root causes and proposing resolutions for reported incidents.
- Escalate issues to Tier 2 or supervisor when necessary.
- Provide first-line support to IOM’s corporate applications and other software.
- Provide support, troubleshooting, maintenance, and configuration of network, conference, telephony, physical security, and system devices.
- Install and relocate organizational unit’s hardware, coordinate equipment servicing, and manage user accounts.
- Respond to information security incidents, mitigate risks, and maintain the IT Risks Register.
- Assist in updating operating systems and software patches/firmware.
- Support in maintaining inventory of ICT software licenses and equipment.
- Assist in the implementation of IOM ICT Standards and Policies.
- Perform other related duties as required.
Experience Requirements
- At least 2 years of working experience in network (LAN/WAN) administration.
Use of hardware/software & telecommunications facilities.
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 others
Qualification Requirements
University/Institute Degree in Computer Science/Systems Engineering.
