Senior ICT Associate

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

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM's workplace culture at IOM workplace culture | International Organization for Migration

Under the overall supervision of the Chief of Mission of IOM Chad, Resource Management Officer and the direct supervision of the Information Management and Technology Officer (IMT), the incumbent will be responsible and accountable for providing the necessary Information Communications and Technology (ICT) support and guidance to Country Office.

1. Provide tier- 1 & tier 2 level ICT technical support to end users within Chad mission. 
2. Provide specialized end user support and monitor that all ICT issue tickets and queries are logged and answered appropriately via email, telephone call and/or in person by taking Issue ticket ownership – open, update, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA).
3. Provide support and assistance in the implementation, configuration and upgrades of ICT network infrastructure (firewall, routers, switches, access points, wan optimizers etc) and ICT systems; Suggest best technical solutions to achieve required standards while taking into consideration local technical constraints.
4. Implement and enforce IOM ICT Standards and IOM ICT Policies and Guidelines on networks, systems, telecoms, and all ICT services and equipment.
5. Assist in the administration/management/customization of IOM Chad ICT services/solutions (Microsoft 365 Solutions, Office 365, Teams, etc.)
6. Assist in working with the Azure/Intune to verify that IOM CAS complies with the IOM ICT/Security standards (Azure AD, SGs, Intune).
7. Develop and provide end-user training both as a technical support person in general and as a trainer for appropriate business process courses when necessary.
8. Produce and maintain comprehensive documentation and reference materials for planned and delivered ICT systems in the mission. 
9. Maintain an up-to-date record of ICT Hardware and software inventory and advice the supervisor on assets that require replacement and/or software licenses renewal in a timely manner. 
10. Support access control management; cards registration, deletion, and logs reporting
11. Incorporate IOM’s Data Protection Principles into all IT/IS solutions and service delivery.
12. Inform ICT officer in the mission of any problems or issues immediately and regularly make suggestions on how to improve efficiency and operations service.
13. Contribute to the BCP and Disaster Recovery Plans for mission ICT related services. Support and monitor completion and accuracy of server’s backup plans in line with IOM ICT standards. 
14. Manage the regular updates of the End points tools such as antivirus, Intune, Zscaler, BitLocker and patches for operating system and other software and the distribution of the updates to all the workstations.
15. Perform such other related duties as may be assigned. Education
    • Bachelor’s degree in Computer Science/Engineering from an accredited academic institution with four years of relevant professional experience; or,
    • High school diploma with six years progressively relevant  experience. Accredited Universities are those listed in the UNESCO World Higher Education Database.   Experience
      • Microsoft M365 Applications and Windows operating system.
      • Offices support for LAN infrastructure, Active Directory domain environment and Windows- based servers, Windows Server, Microsoft Azure and desk support.
      • Support and troubleshoot computer and network equipment, including Microsoft Office applications, TCP/IP Networking, and Windows operating systems.
      • Strong understanding of Active Directory and Group policies
      • Strong understanding of social media platforms, algorithms and best practices
      • Relevant experience in ICT systems including Database/System Management, or a combination of study, training, and professional work in a related field; preferably in the Humanitarian or Development Fields
      • Previous work experience in international organizations and service industry companies would be an advantage. Skills
        • Ability to analyze and resolve endpoint compliance issues using Azure INTUNE.
        • Ability to use social media analytics tools.
        • Ability to work in a team environment (and also independently); 
        • Able to initiate and manage group studies to learn more about supporting the current infrastructure. 
        • Ability to uphold excellent communication skills and think strategically
        • Ability to present ideas in a user-friendly language to non-technical staff and end-users’ knowledge of an issue-tracking system an advantage. Languages
          • For all applicants, fluency in English is required (oral and written). 
          • Working knowledge in Arabic is desirable. IOM’s official languages are English, French and Spanish. Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.   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.
16. Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated. Core Competencies – behavioural indicators (Level 2)
17. Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.