Information Technology 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 numerous countries around the world, with a mission to support migrants and enhance the understanding of migration issues globally.

Job Overview:
The Information Technology Support Assistant position is crucial for the effective functioning of the IT Unit in Tunisia, specifically in the Sfax sub-office. The incumbent will work under the overall supervision of the Head of Sub-office and the direct supervision of the Information Management Officer (IMT Officer). The role involves providing essential end-user support, managing ICT support requests, and ensuring that all queries are logged and addressed within the agreed service level agreements (SLA). The assistant will be responsible for diagnosing technical issues, maintaining documentation for ICT systems, and supporting the maintenance of network and system devices. This position requires a proactive approach to problem-solving and a commitment to maintaining high standards of service delivery in the IT domain.

Duties and Responsibilities:

• Provide end-user support and ensure that all ICT support requests and queries are logged in the helpdesk ticketing system and answered appropriately within the agreed service level agreement (SLA). This includes taking ownership of user requests/issues and being proactive in addressing these issues.
• Provide Tier 1 level technical support, including immediate diagnosis and workarounds for reported incidents, logging all actions taken to respond to incidents or complete requests.
• Assist in determining root causes and propose resolutions for problems raised by reported incidents, escalating to the Regional Office or Global User Support (GUS) when necessary.
• Create and maintain comprehensive documentation and reference materials for planned and delivered ICT systems in the mission, updating global user support of planned changes in advance.
• Provide support, troubleshooting, and necessary maintenance of network and system devices, including servers (physical and virtual), switches, routers, and other relevant devices.
• Install and relocate organizational unit hardware, coordinate equipment servicing, and manage user accounts, maintaining an up-to-date inventory of ICT software licenses and equipment.
• Assist in managing regular updates of patches and firmware of operating systems and software, distributing updates to all workstations and devices.
• Configure or assist in the configuration of 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
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• Provide first-line support to IOM’s corporate applications and other in-house developed software. 1
• Support the implementation of ICT policies, guidelines, and standards in IOM Tunis. 1
• Perform other related duties as required by the supervisor.

Required Qualifications:
The position requires a completed high school diploma or equivalent in Computer Science, along with a professional experience of at least 4 years, or a university degree in computer sciences combined with relevant education and a minimum of 2 years of professional experience. Additionally, certification in ITIL V4, MS AZ-900, or MS AZ-104 is considered an advantage. Experience working with specialized international agencies such as UN Agencies, International Organizations, and International NGOs is also advantageous.

Educational Background:
Candidates must possess a completed high school diploma or a relevant diploma in Computer Science, or a university degree in computer sciences. The educational background should be complemented by professional experience in the field, with a minimum of 2 years for those holding a university degree, or 4 years for those with a high school diploma.

Experience:
The position requires a minimum of 2 years of professional experience in IT support for candidates with a university degree, or 4 years for those with a high school diploma. Experience working with international agencies, particularly UN agencies or NGOs, is highly valued. Additionally, relevant certifications such as ITIL V4, MS AZ-900, or MS AZ-104 are advantageous and demonstrate a commitment to professional development in the IT field.

Languages:
Fluency in English is mandatory, and knowledge of French is considered an asset. Proficiency in additional languages may also be beneficial, depending on the specific needs of the organization and the populations served.

Additional Notes:
This position is likely to be full-time, and while the job description does not specify the contract duration, it is common for such roles to be offered on a fixed-term basis. The seniority level is entry to mid-level, and the organization may consider candidates from both national and international backgrounds. Compensation and benefits details are typically provided during the interview process or upon job offer.