ICT Technician

Job Posting Organization:
CIMMYT is a cutting-edge, non-profit, international organization dedicated to solving tomorrow’s problems today. Established to foster improved quantity, quality, and dependability of production systems and basic cereals such as maize, wheat, triticale, sorghum, millets, and associated crops through applied agricultural science, particularly in the Global South. CIMMYT builds strong partnerships to enhance the livelihood trajectories and resilience of millions of resource-poor farmers, while working towards a more productive, inclusive, and resilient agrifood system within planetary boundaries. As a core CGIAR Research Center, CIMMYT is part of a global research partnership aimed at achieving a food-secure future, dedicated to reducing poverty, enhancing nutrition" style="border-bottom: 1px dotted #007bff !important;">food and nutrition security" style="border-bottom: 1px dotted #007bff !important;">security, and improving natural resources. For more information, visit cimmyt.org.

Job Overview:
CIMMYT is seeking three proactive, innovative, and self-motivated professionals for the positions of ICT Technician to work in the Knowledge Management – Information Technologies Unit at CIMMYT. The positions will be based at CIMMYT headquarters in Texcoco, near Mexico City. The ICT Technician will be responsible for a variety of administration" style="border-bottom: 1px dotted #007bff !important;">system administration tasks based on ISO 20000 processes and standard operating procedures in the IT Unit. This role requires a strong focus on problem-solving and collaboration with other IT teams to ensure effective resolution of issues and adherence to service level agreements (SLAs). The technician will also be involved in creating and updating technical documentation and knowledge base articles, ensuring that all IT services are delivered efficiently and effectively to support the organization's mission.

Duties and Responsibilities:
The ICT Technician will perform a wide range of duties including: conducting system administration tasks based on ISO 20000 processes; performing root cause analysis to identify and resolve hardware, software, and network problems either remotely or on-site; ensuring that incidents are resolved according to the service level agreement (SLA) and that predefined resolution timelines are met; collaborating with second-level support and other IT teams to ensure issues are addressed effectively and escalated when needed; creating and updating technical documentation and knowledge base articles; recovering data in the event of hardware or software failure; preparing and enrolling new and replacing end-user computers; setting up and configuring new and replacing end-user computers on the corporate network; managing end-user computer data transfers; setting up and configuring Microsoft applications on Premise and 365 services; setting up and configuring printing services for end-user computers; attending to general IT service requests and incident reports; verifying that meeting rooms and equipment are maintained in good condition; organizing the arrangement of chairs, tables, audio-visual and/or computer equipment to meet the special needs of users; setting up all electronic equipment on time and ensuring they are properly working; and performing other duties as assigned by the supervisor.

Required Qualifications:
Candidates must possess a Bachelor's degree in Information Technology, Computer Science, or Software Engineering, along with a minimum of 2 years of related work experience. Additionally, certifications in Microsoft Dynamics 365, AX 2012, specifically in Development, Extensions, and Deployment for Microsoft Dynamics 365, are considered a plus. The selected candidate must also exhibit competencies in critical thinking, teamwork, client orientation, problem-solving, decision-making, negotiation, and conflict resolution.

Educational Background:
A Bachelor's degree in Information Technology, Computer Science, or Software Engineering is required for this position. This educational background provides the foundational knowledge necessary for the technical aspects of the role, including system administration, software development, and IT support.

Experience:
The position requires a minimum of 2 years of related work experience. This experience should ideally include hands-on work in IT support, system administration, and troubleshooting of hardware and software issues. Familiarity with ISO 20000 processes and experience in a collaborative IT environment will be beneficial.

Languages:
An intermediate level of English is mandatory for this position, with candidates required to score a minimum of B2 as per the Common European Framework of Reference for Languages (CEFR) during an English test that will be administered. Proficiency in additional languages may be considered an asset but is not explicitly required.

Additional Notes:
CIMMYT offers an attractive remuneration package that includes support for continuous professional development. In addition to the provisions of the Mexican Labor Law, the benefits package includes a year-end bonus equivalent to 40 days of salary, a vacation premium of 56%, life and medical insurance, supermarket coupons, a savings fund, and social benefits as per Mexican regulations (IMSS, SAR / Infonavit). The positions are full-time and based at the headquarters in Texcoco.