ICT Support Officer

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. IOM is dedicated to promoting humane and orderly migration for the benefit of all, providing services and advice to governments and migrants. The organization is committed to ensuring a workplace where all employees can thrive professionally while working towards harnessing the full potential of migration. IOM operates in numerous countries around the world, focusing on various aspects of migration management, including humanitarian assistance, development, and policy advocacy. The organization emphasizes a culture of respect, diversity, and inclusion, aiming to create an environment where all employees feel valued and empowered to contribute to the organization's mission.

Job Overview:
The ICT Support Officer will be responsible for providing essential Information Communications and Technology (ICT) support and guidance to the Country Office in Bangui. This role involves the administration and monitoring of local services, systems, networks, and data. The incumbent will analyze and correct performance problems of networks, systems, and applications, recommending solutions to enhance functionality, reliability, and usability. The position requires ensuring the availability of information and systems through proper management, monitoring, and troubleshooting of backup systems. The officer will provide end-user support, resolving all ICT issues in a timely manner via email, telephone, or in person, taking ownership of users' problems and escalating issues to Global User Support (GUS) and supervisors as necessary. The role also includes keeping IT components secure and timely patched, administering systems and workstations, and providing technical support for corporate applications and ICT standard software. The ICT Support Officer will assist with monitoring and troubleshooting workstations, LAN, and WAN equipment, and provide end-user training and guidance to junior ICT colleagues as needed. The position requires producing and maintaining relevant documentation and reference materials, recommending equipment and software replacements, and performing other related duties as assigned.

Duties and Responsibilities:

• Provide ICT support and guidance to the Country Office, ensuring the administration and monitoring of local services, systems, networks, and data.
• Analyze and correct performance problems of networks, systems, and applications, recommending solutions to enhance functionality, reliability, and usability.
• Ensure the availability of information and systems through proper management, monitoring, and troubleshooting of backup systems.
• Provide end-user support and resolve all ICT issues in a timely manner via email, telephone, and in person.
• Take ownership of users' problems and escalate issues to Global User Support (GUS) and supervisors as necessary.
• Keep IT components secure and timely patched, including applications, computers, network devices, CCTV systems, access controls, and mobile phones.
• Administer and monitor systems and workstations supporting ICT-related tasks such as patch management, antimalware, and secure configuration of computers and mobile phones.
• Provide technical support to corporate applications and ICT standard software, including Office365, SAP, and Oracle.
• Support the response to security" style="border-bottom: 1px dotted #007bff !important;">security incidents affecting local IT components, users, and applications. 1
• Monitor the effective utilization of communication equipment and support technical requests, providing assistance and troubleshooting. 1
• Assist with the monitoring and troubleshooting of workstations, LAN, and WAN equipment. 1
• Provide end-user training and guidance to junior ICT colleagues. 1
• Produce and maintain relevant documentation and reference materials, including ICT asset and software inventory and security documentation. 1
• Recommend equipment and software replacements in a timely manner following ICT asset lifecycle standards. 1
• Perform other related duties as assigned.

Required Qualifications:

• Completed university degree in Computer Science, Information Technology, or a related field from an accredited academic institution, with three years of relevant professional experience in Helpdesk/Service Desk roles.
• Alternatively, a completed high school degree from an accredited academic institution, with five years of relevant professional experience.
• Accredited Universities are those listed in the UNESCO World Higher Education Database.
• Extensive experience in direct user technical support and troubleshooting of computer, network, and communication equipment.
• Proven experience supporting Office 365 and cloud-based solutions in AWS, Azure, and/or Microsoft 36
• Basic experience and/or knowledge in responding to cybersecurity incidents, vulnerability management, and security compliance tasks.

Educational Background:
The position requires a completed university degree in Computer Science, Information Technology, or a related field from an accredited academic institution. Alternatively, candidates with a completed high school degree from an accredited academic institution and five years of relevant professional experience will also be considered. It is important that the educational qualifications are from accredited institutions recognized by the UNESCO World Higher Education Database.

Experience:
Candidates should have extensive experience in direct user technical support and troubleshooting of computer, network, and communication equipment. A minimum of four years of relevant experience in administering Windows computers, Office365 tools, and LAN/WAN networking environments is required. Proven experience supporting Office 365 and cloud-based solutions in AWS, Azure, and/or Microsoft 365 is essential. Additionally, candidates should have basic experience and/or knowledge in responding to cybersecurity incidents, vulnerability management, and security compliance tasks.

Languages:
Fluency in French is required, both oral and written. Fluency in the local language(s) of the duty station is also required. A working knowledge of any UN Official language(s) and/or language(s) identified by the Country Office is considered an advantage.

Additional Notes:
The position is subject to local recruitment, and only candidates holding a valid residence and work permit for the Central African Republic will be eligible for consideration. The appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable. IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority, and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background, or disabilities. IOM does not charge a fee at any stage of its recruitment process and only accepts duly completed applications submitted through the IOM online recruitment system.