Expedited SVN – ICT Associate

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

Take ownership of users’ requests/issues, open, update, and close them in the helpdesk ticketing system and be proactive when dealing with user issues.

a. Provide technical support such as immediate diagnosis and workarounds for reported incidents.

b. Log all actions and steps taken to respond to an incident or to complete a request.

c. Assist in determining root causes and propose resolution for problems raised for reported incidents.

d. Escalate to Global User Support (GUS) and 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 supervisor.

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 supply chain unit 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- Provide support, and/or assume lead role when required, for planned technology upgrades. Perform implementation and administration of system, application, and infrastructure components.  Including support to ensure readiness for events and supporting the event’s technical activities.

13- Provide end-user training both as a technical support person in general and as a trainer for corporate applications and business process.  Provide guidance and training to colleagues as needed.

14- Perform other related duties as required by supervisor.

 

• from an accredited academic institution, with three years of relevant professional experience in Helpdesk / Service Desk roles.
• Completed high school degree/certificate from an accredited academic institution, with five years of relevant professional experience.
• Microsoft Certification (MCP or above) in Windows Server 2016 and/or Active Directory.
• Azure or AWS Associate Certification.
• Cisco Certified Network Associate (CCNA) and other industry certifications such as CompTIA, VCP or ITIL MS AZ-900, MS AZ-104 are a distinct advantage