VN 50 2024 – Information Technology Assistant G5, Port Sudan

Context:

Under the direct supervision of the Senior ICT Assistant (Supervisor), the overall supervision of the ICT Officer, and in close coordination with the ICT Central Team, the incumbent will provide first and second-level technical support and services to users of IOM’s corporate applications and infrastructure, promoting a client and service-oriented approach.

Core Functions / Responsibilities:

1. Support the administration and monitoring of local services, systems, networks, and data; analyze and correct performance problems of network, systems, and applications and recommend solutions to enhance functionality, reliability, and/or usability; Ensure availability of information and systems with the proper management, monitoring, and troubleshooting of the backup system.
2. Provide end-user support and resolve all ICT issues timely and appropriately via email, telephone call, and/or in person; take ownership of users’ problems and be proactive when dealing with users’ issues and escalate to Global User Support (GUS) and supervisor when necessary and accordingly to identified priority levels.
3. Keep secure all IT components and timely patched, including applications, computers, network devices, CCTV systems, access controls, mobile phones, telephone systems, etc. Administer and monitor systems and workstations supporting ICT-related tasks such as patch management, antimalware, disk encryption with BitLocker, and secure and compliant configuration of computers and mobile phones with Intune.
4. Provide technical support to corporate applications and ICT standard software (e.g., Office365, SAP, Oracle, Migrant Applications, Internet security, Mobile Applications, Intune, and BitLocker).
5. Support the response with eventual security incidents affecting the local IT components, users, and applications.
6. Monitor the effective utilization of communication equipment and support technical requests, interacting with local and remote users to provide assistance and troubleshooting, including support with computers, applications, telephones, printers, scanners, PBX telephone systems, mobile phones, etc.
7. Assist with the monitoring and troubleshooting of workstations, LAN, and WAN equipment (e.g., Cisco Meraki, Cisco ASA Firewall, switches, Wi-Fi access points, Microsoft Intune, PBX telephone systems, and antimalware systems).
8. Provide end-user training both as a technical support person in general and as a trainer for corporate applications and business processes. Provide guidance and training to junior ICT colleagues as needed.
9. Produce and maintain relevant documentation and reference materials, including (but not limited to): ICT asset and software inventory, infrastructure diagrams, security documentation, etc. Recommend equipment and software replacements in a timely manner following the ICT asset lifecycle standards.
10. Participate in ensuring quality and continuous improvement measures following internal ICT Standards, Guidelines, Policies, and other frameworks (e.g., NIST).
11. Perform such other related duties as may be assigned.

Required Qualifications and Experience

Education

• Completed university degree in Computer Science, Information Technology, or a related field from an accredited academic institution, with three years of relevant professional experience in Helpdesk / Service Desk roles.
• Completed high school degree from an accredited academic institution, with five years of relevant professional experience.
• Microsoft Certification (MCP or above) in Windows Server 2019 or above and/or Active Directory is also preferable
• Azure, Microsoft 365, and AWS Associate Certifications are important advantages
• Cisco Certified Network Associate (CCNA) are an advantage.
• Cybersecurity-related certifications and training are an advantage.
• Other industry certifications such as Cisco CCNA, Avaya, CompTIA Network+, CompTIA Security+, or ITIL are an advantage.

Experience

• Extensive experience in direct user technical support and computer, network, and communication equipment troubleshooting are a distinct advantage.
• Correctly applies knowledge of specialized IT disciplines.
• Four years of relevant experience administrating Windows computers, Office365 tools (e.g., Microsoft Outlook), and LAN/WAN Meraki networking environment.
• Extensive experience in direct user technical support and computer, network, and communication equipment troubleshooting.
• Proven experience supporting Office 365 and cloud-based solutions in AWS, Azure, and/or Microsoft 365.
• Basic experience and/or knowledge in responding to cyber security incidents, vulnerability management, patch management, and security compliance daily tasks (e.g., NIST 800-53 cybersecurity standard and compliance framework).

Skills

• Demonstrated ability to troubleshoot and resolve hardware and software problems
• Knowledge of O365 applications.
• Knowledge of Windows Administration in a multi-site environment.
• 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.
• Ability to deliver end user training.

Languages

• Fluency in English is required (oral and written).
• Fluency in the local language/s of the duty station is also required.
• Working knowledge of any UN Official language(s) and/or language(s) identified by the Country Office.
• 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 values:
• Inclusion and respect for diversity respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
• 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.
• Core Competencies – behavioral 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 of 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.