IT Support Assistant

Job Posting Organization:
The International Organization for Migration (IOM) was established in 1951 and is recognized as the leading inter-governmental organization in the field of migration. IOM works closely with governmental, intergovernmental, and non-governmental partners to promote humane and orderly migration for the benefit of all. The organization provides services and advice to governments and migrants, ensuring that migration is safe, orderly, and dignified. IOM operates in over 150 countries, employing thousands of staff members dedicated to addressing the challenges of migration and supporting the rights and well-being of migrants worldwide.

Job Overview:
The IT Support Assistant position at IOM Maputo Office is crucial for maintaining, supporting, and implementing the IT infrastructure. The incumbent will work under the direct supervision of the Head of Resources Management and the overall supervision of the Chief of Mission. The role involves providing end-user support, managing ICT support requests, and ensuring that all queries are logged and addressed within the agreed service level agreements (SLA). The IT Support Assistant will also be responsible for troubleshooting and maintaining network and system devices, assisting in the configuration of servers, and supporting the implementation of ICT policies and guidelines. This position requires a proactive approach to problem-solving and a commitment to delivering high-quality IT support to enhance the operational efficiency of the IOM office.

Duties and Responsibilities:

• Provide end-user support and ensure all ICT support requests are logged in the helpdesk ticketing system, taking ownership of these requests and ensuring they are answered appropriately within the SLA.
• Assist in creating and maintaining comprehensive documentation for ICT systems and update global user support on planned changes.
• Provide troubleshooting and maintenance support for network and system devices, including servers, switches, and routers.
• Install and relocate hardware, coordinate equipment servicing, and manage user accounts while maintaining an updated inventory of ICT software licenses and equipment.
• Assist in managing regular updates of patches and firmware for operating systems and software, ensuring all workstations and devices are protected from threats.
• Configure servers and active LAN components, including wireless devices and security" style="border-bottom: 1px dotted #007bff !important;">security appliances.
• Support the maintenance and upgrade of operating systems and end-user applications, including MS O36
• Provide first-line support for IOM’s corporate applications and in-house developed software.
• Ensure proper implementation of ICT policies and guidelines in IOM Maputo. 1
• Regularly report on IT issues and progress in the area of responsibility. 1
• Perform any other duties as assigned by supervisors.

Required Qualifications:
Candidates must have completed high school or possess a diploma in Computer Science with a minimum of 4 years of relevant professional experience, or a university degree in computer sciences with at least 2 years of relevant experience. Accreditation from universities listed in the UNESCO World Higher Education Database is required. Certification in ITIL V4, MS AZ-900, or MS AZ-104 is advantageous. Experience working with specialized international agencies, such as UN Agencies or International NGOs, is also beneficial. Candidates should have progressive experience in networking environments (LAN/WAN) and familiarity with various IT equipment and software.

Educational Background:
The educational background required for this position includes a completed high school diploma or a diploma in Computer Science, along with relevant professional experience. A university degree in computer sciences or a combination of relevant education and professional experience is also acceptable. Accreditation from recognized universities is essential, and candidates should have a strong foundation in IT principles and practices.

Experience:
The position requires a minimum of 2 years of professional experience in IT support or a related field, particularly in environments similar to IOM. Candidates with experience working in international organizations or NGOs will have an advantage. Additionally, certifications in relevant IT areas will enhance a candidate's profile.

Languages:
IOM’s official languages are English, French, and Spanish. Proficiency in these languages will be evaluated during the selection process, which may include written and/or oral assessments. Candidates should demonstrate strong communication skills in at least one of the official languages, with additional languages being a plus.

Additional Notes:
This position is subject to local recruitment, and only candidates holding a valid residence and work permit for Mozambique will be considered. The appointment will be contingent upon medical fitness certification and verification of residency and visa requirements. IOM has a zero-tolerance policy regarding conduct that contradicts the organization's principles, including discrimination and harassment. The organization does not charge any fees during the recruitment process and only accepts applications submitted through the IOM online recruitment system.