Information Technology Assistant – ICT Support

Contract

This is a UNV National Specialist contract. This kind of contract is known as National UN Volunteer. It is normally only for nationals. More about UNV National Specialist contracts.

Established in 1951, IOM is the leading intergovernmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promote orderly and humane management of migration and 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, be they refugees, displaced persons or other uprooted people.

Under the overall supervision of the Head of Resources Management Unit, and in close coordination with the ICT Central Team, the ICT Assistant will provide first level technical support and services to users of IOM’s corporate applications and infrastructure, promoting a client and service-oriented approach.

1. Serve as the first level and frontline for helpdesk technical support requests, interacting with local and remote users to provide assistance and troubleshooting.
2. Provide technical support to corporate applications and ICT standard software (e.g. Office365, SAP, Migrant Applications, Internet security, Mobile Applications);
3. Provide technical support with the installation and maintenance of servers, computers, and peripherals; Assist with the monitoring of workstations, servers, LAN, and WAN equipment (e.g. Firewall, switches, Wi-Fi access points, Microsoft Intune, backup and antivirus systems);
4. Assist with the administration of servers and services including but not limited to AWS and Azure Cloud-based services, VMware, Windows Servers and Active Directory, corporate antivirus systems, and corporate backup;
5. Contribute with system upgrades and IT infrastructure changes;
6. Provide induction, guidance, and training on IOM systems, devices and network usage to end-users to facilitate productive use of existing and new systems;
7. Maintain an IT inventory of active and retired equipment, including regular updates to the technical documentation of the IT network;
8. Perform other related functions as required.

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.

Core Competencies:

• 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.

Relevant experience administrating Cloud based services (AWS or Azure), Windows Server 2016 and LAN/WAN 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 or Azure. Identify, diagnose and troubleshoot end-user computer’s problems including Windows Operating Systems, Cisco VPN Connectivity, Microsoft Office, etc. Including remote troubleshooting tools. -Manage users in Active Directory, Exchange Server and Office 365 · Capacity to configure networking equipment including switches, firewalls, routers (e.g. Cisco, Riverbed). -Knowledge in administering corporate antivirus and corporate backup systems. -Experience with ITIL-based service desk ticketing systems. -Creation of users, extensions, and overall administration of telephone switchboard systems (e.g. Avaya, Siemens). -Managing videoconferencing systems (e.g. Webex, Polycom). -Experience troubleshooting macOS and macOS-based applications. -SAP troubleshooting experience will be considered an advantage.

Any of the above qualifications plus the following will be an advantage:

• AWS or Azure Cloud Certification (Associate). • Microsoft Certification (MCP or above) in Windows Server 2016 or Active Directory (preferable). • Other industry certifications such as CCNA+, Avaya, CompTIA Network+, VCP or ITIL.

BENEFITS:

The basic benefits of this assignment, as per the Conditions of Service for UN Volunteers, are as follows:

• Monthly living allowance of US$1299.58.
• A pre-assignment allowance of USD400.00 (paid on first payroll).
• An end-of-assignment allowance of USD108.30 for each month of service, paid at the end of the contract, provided that the conditions are met.
• Medical, dental and hospital insurance, as well as life and disability insurance. disability insurance.
• Medical insurance for eligible dependents. Please refer to the Conditions of Service for eligibility details.
• Annual leave computed on the basis of 2.5 days per month.