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.
ย Under the overall supervision of Chief of Mission (CoM) of IOM Bosnia and Herzegovina, direct supervision of the Senior Resource Management Officer (SRMO), the successful candidate will provide the necessary Information Technology and Communications (ICT) support to Country Office (CO).
- Provide tier- 1 & tier 2 helpdesk support to end users within Bosnia and Herzegovina mission.
- Provide specialized end user support and ensure 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 โ open, update, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA)
- Take ownership of user problems and be proactive when dealing with user issues.
- Provide Tier 1 & Tier 2 level technical support such as immediate diagnosis and workarounds for reported incidents.
- Log all actions and steps taken to respond to an incident or to complete a request.
- Assist in determining root causes and propose resolution for problems raised by reported incidents.
- Escalate to ICT Officer and Global User Support (GUS) when necessary and accordingly to identified priority levels.
- Coordinate cases and required actions in monitoring systems, network, and applications resulting from routine control of automated tracking system, servers and data
- Perform agreed tasks and collaborate with relevant units, when assigned, for joint development and delivery of systems, network and new or existing applications.
- Implement IOM IT Standards and IOM IT Policies and Guidelines regarding networks, systems, telecoms, ICT services and equipment usage IT procurement and information security.ย
- Assist in coordinating planned technology upgrades. Perform implementation and administration of system, application and infrastructure components.ย
- Install and re-locate the organizational unitโs hardware, coordinate equipment servicing and manage user account. Maintain an up-to-date ICT inventory (hardware and software) and inform the supervisor on assets that require replacement and software license renewal in a timely manner.
- 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.
- Produce and maintain comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and update global user support of planned changes in advance
- 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.
- 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
- Contribute to the BCP and Disaster Recovery Plans for mission ICT related services. Support and monitor completion and accuracy of serverโs backup plans in line with IOM ICT standards.
- Provide guidance, training and supervision to junior staff in the unit.
- Perform such other related duties as may be assigned Education
- University/Institute Degree in Computer Science/System Engineering with 4 years of working experience in network (LAN/WAN) administration and use of hardware/software & telecommunications facilities, or
- School diploma with six years of relevant experience. Accredited Universities are those listed in theย UNESCO World Higher Education Database. ย Experience
Demonstrated experience in:
- Microsoft M365 and Windows operating system.ย
- 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 and MS- Exchange Server.ย
- Strong understanding of Active Directory and Group policies
- Ability to work in a team environment; able to initiate and manage group studies to learn more about supporting the current infrastructure.
- Ability to present ideas in a user-friendly language to non-technical staff and end-usersโ knowledge of an issue-tracking system an advantage;ย Languages
For this position, fluency in English and local languages spoken in Bosnia and Herzegovina is required (oral and written).
IOMโs 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. ย Required Competencies ย IOMโs competency framework can be found atย this link. Competencies will be assessed during the selection process. ย Valuesย - 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.