Job Description
Job Posting Organization:
The International Organization for Migration (IOM) was established in 1951 and is a Related Organization of the United Nations. It is the leading UN agency in the field of migration, working closely with governmental, intergovernmental, and non-governmental partners to promote humane and orderly migration for the benefit of all. IOM's mission includes saving lives and protecting people on the move, driving solutions to displacement, and facilitating pathways for regular migration. The organization is committed to fostering a respectful, inclusive, and supportive workplace where all employees can thrive professionally and feel valued. IOM operates in numerous countries worldwide, providing services and advice to governments and migrants, and aims to better harness the full potential of migration to strengthen its support to people on the move. IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required.
Job Overview:
The ICT Associate position is critical in supporting the ICT unit's activities in Amman and the Gaza Strip. The incumbent will work under the direct supervision of the Senior ICT Associate and the overall supervision of the Head of Resources Management, while closely coordinating with the Global ITC Service Center in Manila. The primary responsibilities include providing end-user support, logging ICT support requests in the helpdesk ticketing system, and ensuring that all queries are addressed within the agreed service level agreements (SLA). The role requires taking ownership of user requests, providing Tier 1 technical support, diagnosing incidents, and proposing resolutions for reported issues. The ICT Associate will also assist in maintaining comprehensive documentation for ICT systems, support network and system devices, manage hardware installations, and ensure timely updates of software and licenses. The position demands adherence to ICT policies and guidelines to enhance efficiency within IOM Jordan.
Duties and Responsibilities:
The duties and responsibilities of the ICT Associate include:
Required Qualifications:
The required qualifications for the ICT Associate position include:
Educational Background:
Candidates must possess a university degree in computer science or a related field. Alternatively, a high school diploma or equivalent with relevant professional experience is acceptable. Accredited universities are those listed in the UNESCO World Higher Education Database. Certification in relevant IT fields, such as ITIL V4, MS AZ-900, or MS AZ-104, is considered an advantage.
Experience:
The position requires three years of professional experience for candidates holding a university degree, or five years of experience for those with a diploma or high school education. This experience should be in a networking environment (LAN/WAN) and include Tier-1 level network/desktop support. Experience working with specialized international agencies, such as UN Agencies, International Organizations, and International NGOs, is highly advantageous.
Languages:
Fluency in one of IOM's official languages (English, French, Spanish) is mandatory for all staff members. For this position, proficiency in both English and Arabic is required. The proficiency of the required languages will be specifically evaluated during the selection process, which may include written and/or oral assessments.
Additional Notes:
The selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible for appointment in a similar position for a period of 24 months. Appointment is subject to certification of medical fitness, accreditation, residency or visa requirements, and security" style="border-bottom: 1px dotted #007bff !important;">security clearances. IOM has a zero-tolerance policy on conduct incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, and discrimination. IOM does not charge any fees during the recruitment process and only accepts applications submitted through the IOM e-Recruitment system. Late applications will not be accepted, and only shortlisted candidates will be contacted.
The International Organization for Migration (IOM) was established in 1951 and is a Related Organization of the United Nations. It is the leading UN agency in the field of migration, working closely with governmental, intergovernmental, and non-governmental partners to promote humane and orderly migration for the benefit of all. IOM's mission includes saving lives and protecting people on the move, driving solutions to displacement, and facilitating pathways for regular migration. The organization is committed to fostering a respectful, inclusive, and supportive workplace where all employees can thrive professionally and feel valued. IOM operates in numerous countries worldwide, providing services and advice to governments and migrants, and aims to better harness the full potential of migration to strengthen its support to people on the move. IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required.
Job Overview:
The ICT Associate position is critical in supporting the ICT unit's activities in Amman and the Gaza Strip. The incumbent will work under the direct supervision of the Senior ICT Associate and the overall supervision of the Head of Resources Management, while closely coordinating with the Global ITC Service Center in Manila. The primary responsibilities include providing end-user support, logging ICT support requests in the helpdesk ticketing system, and ensuring that all queries are addressed within the agreed service level agreements (SLA). The role requires taking ownership of user requests, providing Tier 1 technical support, diagnosing incidents, and proposing resolutions for reported issues. The ICT Associate will also assist in maintaining comprehensive documentation for ICT systems, support network and system devices, manage hardware installations, and ensure timely updates of software and licenses. The position demands adherence to ICT policies and guidelines to enhance efficiency within IOM Jordan.
Duties and Responsibilities:
The duties and responsibilities of the ICT Associate include:
- Providing end-user support and ensuring all ICT support requests are logged and addressed appropriately.
- Taking ownership of user requests and being proactive in resolving issues.
- Providing Tier 1 technical support, including immediate diagnosis and workarounds for reported incidents.
- Logging all actions taken in response to incidents or requests.
- Assisting in determining root causes and proposing resolutions for problems raised.
- Escalating issues to Tier 2 support or supervisors when necessary.
- Creating and maintaining documentation for ICT systems and updating global user support on planned changes.
- Supporting, troubleshooting, and maintaining network and system devices, including servers, switches, and routers.
- Installing and relocating hardware, coordinating equipment servicing, and managing user accounts. 1
- Maintaining an updated inventory of ICT software licenses and equipment. 1
- Assisting in managing regular updates of patches and firmware for operating systems and software. 1
- Configuring servers and active LAN components, including wireless devices. 1
- Providing first-line support for IOM’s corporate applications and in-house developed software. 1
- Ensuring proper implementation of ICT policies and guidelines. 1
- Performing other related duties as required by the supervisor.
Required Qualifications:
The required qualifications for the ICT Associate position include:
- A university degree in computer science or a relevant field, or a high school diploma with relevant experience.
- Certification in ITIL V4, MS AZ-900, or MS AZ-104 is an advantage.
- Professional experience in a networking environment (LAN/WAN) and Tier-1 level network/desktop support is essential.
- Experience working with specialized international agencies, such as UN Agencies, International Organizations, and International NGOs, is advantageous.
- Strong technical skills in troubleshooting and maintaining ICT systems and devices.
Educational Background:
Candidates must possess a university degree in computer science or a related field. Alternatively, a high school diploma or equivalent with relevant professional experience is acceptable. Accredited universities are those listed in the UNESCO World Higher Education Database. Certification in relevant IT fields, such as ITIL V4, MS AZ-900, or MS AZ-104, is considered an advantage.
Experience:
The position requires three years of professional experience for candidates holding a university degree, or five years of experience for those with a diploma or high school education. This experience should be in a networking environment (LAN/WAN) and include Tier-1 level network/desktop support. Experience working with specialized international agencies, such as UN Agencies, International Organizations, and International NGOs, is highly advantageous.
Languages:
Fluency in one of IOM's official languages (English, French, Spanish) is mandatory for all staff members. For this position, proficiency in both English and Arabic is required. The proficiency of the required languages will be specifically evaluated during the selection process, which may include written and/or oral assessments.
Additional Notes:
The selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible for appointment in a similar position for a period of 24 months. Appointment is subject to certification of medical fitness, accreditation, residency or visa requirements, and security" style="border-bottom: 1px dotted #007bff !important;">security clearances. IOM has a zero-tolerance policy on conduct incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, and discrimination. IOM does not charge any fees during the recruitment process and only accepts applications submitted through the IOM e-Recruitment system. Late applications will not be accepted, and only shortlisted candidates will be contacted.
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We are not liable for any decisions or actions taken by applicants in response to this job listing. By applying, you agree that all application processes, interviews, and potential job offers are managed exclusively by the listed employer or organization.
Beware of fraudulent job offers. Do not provide sensitive personal information or make any payments to secure a job.