Job Description

Open to Internal and External Candidates

• Position: Information and Communication Technology Assistant
• Organizational Unit : Information and Communication Technology
• Duty Station: Yemen, Marib
• IOM Classification: G5
• Type of Appointment:  Special Short-Term (SST) Graded Contract, 6 Months (With a possibility of renewal)
• SVN No.: SVN2024.025
• Estimated Start Date: As soon as possible
• Closing Date:  Monday, 27 May 2024

Established in 1951, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental 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.

Organizational Context and Scope: Background Information

This position is responsible to support the provision of ICT solutions and services in the country office including end user support. The role is essential for maintaining efficiency and effectiveness of missions IT networks and systems, contributing to the overall organizational productivity.
Supervision

Under the direct supervision of the Information and Communication Technology Associate, and overall supervision of the Information and Communication Technology Officer, and in close coordination with the Regional ICT Officer and relevant central ICT units.
 
Core Functions / Responsibilities:

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

a.    Take ownership of users’ requests/issues, open, update, and close them in the helpdesk ticketing system.
b.    Provide Tier 1 level 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 resolution for problems raised for reported incidents.
e.    Escalate to Tier 2 at the Regional Office or supervisor when necessary and according to the identified priority level of the issue.

2.    Assist in creating and maintaining comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and coordinate with the regional Office any planned changes in advance.
3.    Provide first line support to IOM’s corporate applications and other in-house developed software.
4.    Provide support, troubleshooting and maintenance and configuration of network, conference, telephony, physical security and system devices
5.    Install and relocate the organizational unit’s hardware, coordinate equipment servicing and mange user accounts.
6.    Assist in responding promptly to information security incidents, mitigate and maintain IT Risks Register and escalate complex issues to the relevant specialist teams/units for resolution.
7.        In coordination with the Regional Office and Central ICT information Security Unit assist in the roll out of cyber security efforts.
8.    Assist in updating regular operating systems and software patches/firmware for workstations and devices to maintain security and protection against threats and vulnerabilities.
9.    Assist in the implementation and evaluation of digital solutions and liaise with the information management team to support and maintain mission data systems and analytics.
10.    Support in maintaining inventory of ICT software’ licenses and of ICT equipment in coordination with asset unit and advise the owners/management about assets that require replacement and the licenses that require renewal in a timely manner.
11.    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
12.    Perform other related duties as required by supervisor.

Required Qualifications and Experience

Education

• University degree / (High school or diploma) in computer science or a combination of relevant education with three years of relevant professional experience, or High School diploma with five years of relevant professional experience.
• Certification in any of the following (ITIL V4, MS AZ-900, MS AZ-104) is an advantage

Experience

• Professional experience in networking environment (LAN/WAN) and Tier-1 level network/desktop support.
• Experience working with specialized international agencies (UN Agencies, International Organizations, and International NGOs) advantageous.

Skills

• Demonstrated ability to troubleshoot and resolve hardware and software problems
• Knowledge of O365 applications.
• Intermediate knowledge of Windows Administration at multi-site environment.
• Basic knowledge of MS Azure environment and cloud computing Knowledge of TCP/IP and Telecoms/Network protocols, Cisco devices, VPN, Active directory, Backup and Replication, Ticketing systems, Antivirus Software, and ICT utilities.

LANGUAGES

For all applicants, fluency in English is required (oral and written).

DESIRABLE

Working knowledge of Arabic is an advantage.

Required Competencies

Core Competencies – behavioural indicators level 1

• Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge continuously seeks to learn, share knowledge and innovate.
• Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own
• action and delegated work.
• Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

VALUES

• Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
• Integrity and transparency: maintain 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.

Other

• Internals of the Organization and NMS candidates , will be considered as first-tier candidates. This vacancy is also open to second-tier candidates.
• The appointment is subject to funding confirmation.
• Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances.
• Females with the above qualifications are encouraged to apply.
• As part of the application process, all candidates, regardless of the type or duration of the contract, must disclose any known relative who works for IOM or is engaged with IOM in any capacity.
• Non-compliance with the relative disclosure requirement can constitute a basis for withdrawal of offer of employment, or if the employment has begun, terminating the employment contract and/or disciplinary action.