ICT Assistant

job Description

Job Description
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.

Context
Under the overall supervision of the Sub-Regional Director for Southern Africa, the Senior Resource Management Officer and the direct supervision of the Senior ICT Assistant, the successful candidate will be responsible for providing first-level (Tier 1) user and technical support and services to users of IOM’s corporate applications and infrastructure, promoting a client and service-oriented approach.

Duties and Responsibilities

Assist the implementation, management, and maintenance of Information Technology and Communication services and networks for the mission, the sub‑regional office, and related country offices.
Carry out installation, configuration, and upgrading of servers, backup systems, official computers, and software used in the mission, extending support to the sub‑regional office and country offices as required.
Maintain communication systems/equipment including mobile lines, PABX, VoIP, sat‑phones, Internet access, and all other communication-related devices and matters across the mission, sub‑regional office, and country offices.
Support data and system integrity by setting up and administrating ICT security systems—anti‑virus, backup routines, access controls, firewall, and physical security—ensuring coverage for the mission, sub‑regional office, and country offices.
Provide appropriate ICT training to all users in the mission and extend training support to staff in the sub‑regional office and country offices.
Issue ticket ownership—open, update, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA)—including tickets raised by the sub‑regional office and country offices.
Provide Tier 1 level technical support to missions in the Sub‑Region without ICT staff, ensuring diagnosis and workarounds for reported incidents in both the sub‑regional office and related country offices.
Provide ICT technical support to high‑level meetings and events, including those organized by the sub‑regional office and country offices.
Perform other duties as required.

Qualifications and Experience

Education
University degree in Computer Science, Information Technology or a related field from an accredited academic institution, with two years of relevant professional experience; or
Completed High school degree from an accredited academic institution, with four years of relevant professional experience.
Specialized formal training on IT systems, business software (Microsoft Office) and web-based applications. Valid and relevant Microsoft, Cisco, ITIL Certifications or other relevant industry certifications are an advantage.
Experience
Experience in the implementation and administration of Microsoft Windows network environment (LAN/WAN) and first level network/desktop support.

Knowledge of Windows Operating Systems, Network/Systems administration, TCP/IP, Network Protocols, CISCO devices, VPN, MS-based systems/apps and utilities.

Skills
Strong communication, organizational and interpersonal relationship skills

Hard working, good team player, dedicated, ability to monitor and follow up on pending matters.

Ability to present ideas in a user-friendly language to non-technical staff
Languages
External applicants for all positions in the General Services category are required to be proficient in English and have at least a working knowledge of one additional UN Language (Arabic, Chinese, French, Russian, or Spanish).

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

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.
Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.
Core Competencies – behavioural indicators
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 actions and delegated work.
Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.