ICT Support Assistant

Job Posting Organization:
The International Organization for Migration (IOM) is an intergovernmental organization that provides services and advice concerning migration to governments and migrants alike. Established in 1951, IOM has grown to include 173 member states and offices in over 100 countries. The organization aims to promote humane and orderly migration for the benefit of all, focusing on the needs of migrants and the communities they live in. IOM's mission includes providing support in areas such as migration management, humanitarian assistance, and development, ensuring that migration contributes to the development of both individuals and societies.

Job Overview:
The ICT Support Assistant position is crucial for the effective functioning of the IOM's country office in Papua New Guinea. This role is primarily responsible for providing ICT solutions and services, ensuring that end-user support is delivered efficiently. The assistant will work under the direct supervision of the Head of Resources Management and will coordinate closely with the Chief of Mission, the Regional ICT Officer, and relevant central ICT units. The position requires a proactive approach to maintaining the efficiency of IT networks and systems, which is vital for the overall productivity of the organization. The assistant will be expected to manage ICT support incidents and requests, ensuring they are addressed within the agreed service level agreements (SLA). This includes taking ownership of user requests, providing Tier 1 technical support, and maintaining comprehensive documentation for ICT systems. The role also involves assisting in the implementation of cybersecurity measures and ensuring that all software and systems are up to date to protect against vulnerabilities.

Duties and Responsibilities:
The duties and responsibilities of the ICT Support Assistant include:

• Providing end-user support and ensuring all ICT support incidents and requests are addressed within the agreed service level agreements (SLA).
• Taking ownership of user requests/issues, logging them in the helpdesk ticketing system, and ensuring they are resolved in a timely manner.
• Providing Tier 1 level technical support, including immediate diagnosis and workarounds for reported incidents.
• Logging all actions taken to respond to incidents or complete requests.
• Assisting in determining root causes and proposing resolutions for problems raised.
• Escalating issues to Tier 2 support when necessary.
• Creating and maintaining documentation for ICT systems and coordinating with the regional office for planned changes.
• Providing first-line support for IOM’s corporate applications and in-house developed software.
• Supporting the maintenance and configuration of network, telephony, and security" style="border-bottom: 1px dotted #007bff !important;">security devices. 1
• Installing and relocating hardware, managing user accounts, and coordinating equipment servicing. 1
• Responding to information security incidents and maintaining the IT Risks Register. 1
• Assisting in the rollout of cybersecurity efforts in coordination with relevant units. 1
• Updating operating systems and software patches to maintain security. 1
• Supporting the implementation and evaluation of digital solutions and liaising with the information management team. 1
• Maintaining an inventory of ICT software licenses and equipment, advising management on replacements and renewals. 1
• Implementing IOM ICT Standards and Policies regarding networks, systems, and information security. 1
• Performing other related duties as required by the supervisor.

Required Qualifications:
The required qualifications for the ICT Support Assistant position include:

• A completed Bachelor's degree in Computer Science with at least 3 years of relevant professional experience, or a high school diploma with 5 years of relevant professional experience.
• Experience in a networking environment (LAN/WAN) and Tier-1 level network/desktop support.
• Familiarity with specialized international agencies such as UN Agencies, International Organizations, and International NGOs is advantageous.
• Demonstrated ability to troubleshoot and resolve hardware and software problems.
• Knowledge of O365 applications and intermediate knowledge of Windows Administration in a multi-site environment.
• Basic knowledge of MS Azure and cloud computing, as well as TCP/IP and network protocols.

Educational Background:
Candidates must possess a completed Bachelor's degree in Computer Science from an accredited university, as recognized by the UNESCO World Higher Education Database. Alternatively, candidates with a high school diploma must have at least 5 years of relevant professional experience in the field of ICT support.

Experience:
The position requires a minimum of three years of professional experience for candidates holding a university degree, or five years for those with a high school diploma. Experience should be specifically in a networking environment and include Tier-1 level support. Previous work with international agencies or organizations is considered a significant advantage, as it demonstrates familiarity with the operational context of IOM.

Languages:
Fluency in English and Tok Pisin is mandatory for this position. IOM's official languages include English, French, and Spanish, and proficiency in these languages may be evaluated during the selection process, which could include written and/or oral assessments.

Additional Notes:
This position is subject to local recruitment, meaning that only candidates holding a valid residence and work permit for Papua New Guinea will be considered. The appointment will be contingent upon medical fitness certification, verification of residency, and necessary government authorizations. The selection process may also 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 maintains a zero-tolerance policy regarding conduct that contradicts its objectives, including discrimination and harassment. Furthermore, IOM does not charge any fees at any stage of the recruitment process and only accepts applications submitted through its online recruitment system.