Helpdesk Technical Support

Job Posting Organization:
The International Organization for Migration (IOM) is an intergovernmental organization established in 1951, with a mission to promote humane and orderly migration for the benefit of all. IOM works in over 100 countries and has more than 10,000 employees worldwide. The organization focuses on providing services and advice concerning migration to governments and migrants alike, ensuring that migration is safe, orderly, and dignified. IOM is committed to the principles of inclusion, respect for diversity, and integrity, and aims to support migrants in their journey while addressing the challenges and opportunities that migration presents.

Job Overview:
The Helpdesk Technical Support position is crucial for the IOM Ecuador country office, as it involves providing first-level technical support and services to users of IOM’s corporate applications and infrastructure. The incumbent will work under the general supervision of the Chief of Mission and the direct supervision of the Resources Management Officer, collaborating closely with the ICT Central Team. The role requires a client and service-oriented approach, ensuring that local and remote users receive timely assistance and troubleshooting for various technical issues. The incumbent will be responsible for supporting a wide range of corporate applications and ICT standard software, including Office365, SAP, and Oracle, as well as managing the installation and maintenance of computers and peripherals. The position also involves monitoring and administering network systems, ensuring compliance with ICT standards, and providing training to end-users on the effective use of IOM systems and devices. Overall, the Helpdesk Technical Support role is integral to maintaining the operational efficiency of IOM’s technical infrastructure and ensuring that users can effectively utilize the available resources.

Duties and Responsibilities:
The duties and responsibilities of the Helpdesk Technical Support position include:

• Serving as the first point of contact for helpdesk technical support requests, assisting local and remote users with troubleshooting and technical issues related to computers, applications, telephones, printers, scanners, and mobile devices.
• Providing technical support for corporate applications and ICT standard software, including Office365, SAP, and Oracle.
• Assisting with the installation and maintenance of computers and peripherals, ensuring that all IT components are secure and up-to-date.
• Administering and monitoring systems and workstations, including patch management and antimalware tasks.
• Keeping an inventory of active and retired IT equipment and maintaining technical documentation of the IT network.
• Supporting users with teleconference setups and troubleshooting.
• Contributing to system upgrades and IT infrastructure changes, ensuring compliance with ICT standards.
• Providing training and guidance to end-users on the use of IOM systems and devices.
• Performing other related functions as required to support the ICT team and the organization’s objectives.

Required Qualifications:
The required qualifications for the Helpdesk Technical Support position include:

• A high school degree with four years of relevant experience in administering cloud-based services (such as Azure, AWS, and/or Microsoft 365) and LAN/WAN networking environments, or a Bachelor’s degree in computer science, telecommunications, or systems engineering with two years of relevant experience.
• Certifications such as AWS or Azure, and/or Microsoft 365 Cloud Certification (Associate) are advantageous.
• Microsoft Certification (MCP or above) in Windows Server 2019 or above and Active Directory is preferable.
• Other industry certifications such as Cisco CCNA, Avaya, CompTIA Network+, CompTIA security" style="border-bottom: 1px dotted #007bff !important;">Security+, or ITIL are also beneficial.
• Cybersecurity-related certifications and training will be considered an advantage.

Educational Background:
Candidates must possess either a high school diploma with extensive relevant experience or a Bachelor’s degree in a related field such as computer science, telecommunications, or systems engineering. Accredited universities are those listed in the UNESCO World Higher Education Database, ensuring that candidates have received a recognized and quality education in their respective fields.

Experience:
Candidates should have a minimum of four years of relevant experience in administering Windows computers, Office365 tools, and LAN/WAN networking environments, particularly with Cisco Meraki. Extensive experience in providing direct user technical support and troubleshooting for computer, network, and communication equipment is essential. Proven experience in supporting Office 365 and cloud-based solutions in AWS or Azure is required, along with basic knowledge of cybersecurity incident response and compliance tasks.

Languages:
Fluency in Spanish is mandatory for this position, along with intermediate proficiency in English, both oral and written. The IOM’s official languages are English, French, and Spanish, and proficiency in these languages will be evaluated during the selection process, which may include written and/or oral assessments.

Additional Notes:
This position is subject to local recruitment, and only candidates holding a valid residence and work permit for Ecuador will be considered. The appointment will be contingent upon medical fitness certification, verification of residency, and necessary government authorizations. 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 has a zero-tolerance policy regarding conduct incompatible with its objectives, including discrimination and harassment. The organization does not charge any fees during the recruitment process and only accepts applications submitted through its online recruitment system.