Overview
This position supports 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.
Key Responsibilities
- Provide end user support and address ICT support incidents and requests within SLAs.
- Take ownership of users’ requests/issues, log them in the helpdesk ticketing system.
- Provide Tier 1 level technical support, including diagnosis and workarounds.
- Log all 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 as necessary.
- Assist in creating and maintaining documentation for ICT systems.
- Provide first-line support for IOM’s corporate applications and in-house software.
- Provide support, troubleshooting, maintenance, and configuration of network, conference, telephony, physical security, and system devices.
- Install and relocate hardware, coordinate equipment servicing, and manage user accounts.
- Respond to information security incidents, mitigate IT risks, and escalate complex issues.
- Assist in the roll-out of cyber security efforts.
- Update operating systems and software patches/firmware.
- Assist in the implementation and evaluation of digital solutions.
- Support and maintain mission data systems and analytics.
- Maintain inventory of ICT software licenses and equipment.
- Advise on assets requiring replacement and licenses requiring renewal.
- Assist in the implementation of IOM ICT Standards and Policies.
- Perform other related duties as required.
Required Experience
- Three years of professional experience in a networking environment (LAN/WAN) and Tier-1 level network/desktop support for university degree holders.
- Five years of professional experience in a networking environment (LAN/WAN) and Tier-1 level network/desktop support for diploma (or High school) degree holders.
- Experience working with specialized international agencies (UN Agencies, International Organizations, and International NGOs) is advantageous.
Qualifications
- University degree in computer science, system engineering, or a combination of relevant education.
- OR a High school diploma with certifications in any of the following (ITIL V4, MS AZ-900, MS AZ-104) is an advantage.
