ICT Support Officer

Job Posting Organization:
The International Organization for Migration (IOM) is a leading intergovernmental organization that provides services and advice concerning migration to governments and migrants alike. Established in 1951, IOM has grown to include over 173 member states and operates in more than 100 countries worldwide. The organization aims to promote humane and orderly migration for the benefit of all, focusing on the well-being of migrants and their communities. IOM's mission includes providing humanitarian assistance, supporting sustainable development, and enhancing the capacity of governments to manage migration effectively. With a workforce of over 18,000 employees, IOM is committed to upholding the rights of migrants and ensuring their safety and dignity during their migration journey.

Job Overview:
The ICT Support Officer will play a crucial role in the IOM Jordan ICT unit, directly reporting to the National Information and Communication Technology Officer. The incumbent will be responsible for implementing various ICT activities, providing end-user support, and ensuring that all ICT support requests are logged and addressed within the agreed service level agreements (SLA). This position requires a proactive approach to resolving user issues, providing Tier 1 and Tier 2 technical support, and maintaining comprehensive documentation for ICT systems. The officer will also analyze performance problems, manage ICT assets, and contribute to disaster recovery plans, ensuring that all systems and networks operate efficiently and securely. The role demands a strong commitment to implementing IOM ICT standards and policies, as well as the ability to conduct training sessions for end-users to enhance their productivity with existing and new systems.

Duties and Responsibilities:
The ICT Support Officer will be responsible for a wide range of duties, including:

• Providing end-user support and logging all ICT support requests in the helpdesk ticketing system, ensuring timely responses according to SLA.
• Taking ownership of user requests and issues, providing immediate diagnosis and workarounds for reported incidents.
• Documenting all actions taken to resolve incidents and completing requests, while determining root causes and proposing resolutions.
• Escalating issues to supervisors or Global User Support when necessary.
• Creating and maintaining documentation for ICT systems and updating global user support on planned changes.
• Analyzing performance problems of networks and systems, recommending solutions to enhance functionality and reliability.
• Maintaining an up-to-date inventory of ICT software licenses and equipment, advising management on replacements and renewals.
• Contributing to disaster recovery plans and managing server backup plans in line with IOM standards.
• Conducting regular monitoring and maintenance of systems and networks, ensuring uninterrupted service. 1
• Implementing IOM ICT standards and policies regarding equipment usage and security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">information security. 1
• Managing updates of patches and firmware for operating systems and software. 1
• Performing other related duties as required by the supervisor.

Required Qualifications:
The ideal candidate for the ICT Support Officer position should possess the following qualifications:

• A university degree in computer science or a relevant field, or a high school diploma with additional relevant education.
• Certification in ITIL V4, MS AZ-900, or MS AZ-104 is considered an advantage.
• Knowledge of O365 applications, Windows Administration, MS Azure environment, TCP/IP, and various network protocols.
• Familiarity with Cisco devices, VPN, VoIP, Active Directory, backup and replication systems, ticketing systems, SAN/NAS, VMware, and antivirus software.
• Strong problem-solving skills and the ability to work effectively in a multi-site environment.

Educational Background:
Candidates must have a university degree in computer science or a related field. Alternatively, a high school diploma or equivalent with relevant professional experience is acceptable. The educational qualifications must be from accredited universities recognized by the UNESCO World Higher Education Database.

Experience:
The position requires a minimum of four years of professional experience in a networking environment (LAN/WAN) and Tier 1/2 level network/desktop support for candidates with a university degree. For those with a diploma or high school degree, a minimum of six years of relevant experience is required. Experience working with international agencies, such as UN agencies or international NGOs, is advantageous and will be considered a plus.

Languages:
Fluency in English and Arabic is mandatory for all applicants, both oral and written. Proficiency in additional languages may be considered an asset, but English and Arabic are essential for effective communication within the organization and with stakeholders.

Additional Notes:
This position is subject to local recruitment, and only candidates holding a valid residence and work permit for Jordan will be considered. The appointment will be contingent upon medical fitness certification, verification of residency, and compliance with government regulations. Vaccination against COVID-19 is required for all IOM personnel. The selection process may be used to fill similar positions in various duty stations, and recommended candidates will remain eligible for appointment in similar roles for a period of 24 months. IOM does not charge any fees during the recruitment process and only accepts applications submitted through the IOM online recruitment system.