Information and Communication Technology Assistant

Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal candidates are considered first-tier candidates.

Context

IOM works to help ensure the orderly and humane management of migration, to promote international cooperation on migration issues, to assist in the search for practical solutions to migration problems and to provide humanitarian assistance to migrants in need, including refugees and internally displaced people. As part of its activities in Kosovo, IOM assists in providing humanitarian assistance and protection-sensitive responses to migrants.

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 overall supervision of Chief of Mission and the direct supervision of the Resource Management Officer and in close coordination with the Regional ICT Officer and relevant central ICT units.:

RESPONSIBILITIES

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.

• 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.
  
• Provide first line support to IOM�s corporate applications and other in-house developed software.
  
• Provide support, troubleshooting and maintenance and configuration of network, conference, telephony, physical security and system devices.
  
• Install and relocate the organizational unit�s hardware, coordinate equipment servicing and mange user accounts.
  
• 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.
  
• In coordination with the Regional Office and Central ICT information Security Unit assist in the roll out of cyber security efforts.
  
• Assist in updating regular operating systems and software patches/firmware for workstations and devices to maintain security and protection against threats and vulnerabilities.
  
• 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.
  
• 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.
  
• 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.
  
• Perform other related duties as required by supervisor.
  

QUALIFICATIONS

Education

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

Accredited Universities are those listed in the UNESCO World Higher Education Database .

Experience

• Three years for university degree�s holder or five years for diploma (or High school) degree�s holder 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, Albanian and/or Serbian is required (oral and written).

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 (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 actions and delegated work.
  
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.
  

• This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
  
• This post is subject to local recruitment. Only those holding a valid residence and work permit for the country where this position is based will be eligible for consideration.
  
• Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable. Vaccination against COVID-19 will be required for IOM personnel who are hired or otherwise engaged by IOM. As part of the mandatory medical entry on duty clearance, candidates will be requested to provide evidence of full vaccination.
  
• IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
  
• IOM only accepts duly completed applications submitted through the IOM online recruitment system. The online tool also allows candidates to track the status of their application.
  

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies