OIM RECRUTE: SENIOR ICT ASSISTANT

Reference Number : VN 2023-002
Position Title : Senior ICT Assistant
Duty Station : Conakry, Guinea
Classification : G-6
Type of Appointment : One Year Fixed Term (OYFT), with possibility of extension
Estimated Start Date : As soon as possible
Closing Date : 20 August 2023
Established in 1951, IOM is a Related Organization oft he United Nations, and as the leading UN agency int he field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.
Core Functions / Responsibilities:
Under the overall supervision of the Chief of Mission of IOM Guinea, direct supervision of the Resources Management officer (RMO) of IOM Guinea, the successful candidate will provide the necessary Information Technology and Communications (ICT) support to country office and suboffices of IOM Guinea.

1. Provide tier 1 & tier 2 helpdesk support to end users within IOM Guinea mission.
2. Provide specialized end user support and ensure that all ICT Issue tickets and queries are logged and answered appropriately via email, telephone call and/or in person by taking Issue ticket ownership – open, update, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA):

• Take ownership of user problems and be proactive when dealing with user issues.
• Provide Tier 1 level technical support such as immediate diagnosis and workarounds for reported incidents.
• Log all actions and steps taken to respond to an incident or to complete a request.
• Assist in determining root causes and propose resolution for problems raised by reported incidents.
• Escalate to Global User Support (GUS) when necessary and accordingly to identified priority levels.

3. Coordinate cases and required actions in monitoring systems, network, and applications resulting from routine control of automated tracking system, servers and data

4. Perform agreed tasks and collaborate with relevant units, when assigned, for joint development and delivery of systems, network and new or existing applications.

5. Implement IOM IT Standards and IOM IT Policies and Guidelines regarding networks, systems, telecoms, ICT services and equipment usage IT procurement and information security.
6. Assist in coordinating planned technology upgrades. Perform implementation and administration of system, application and infrastructure components.
7. Develop and provide end-user training both as a technical support person in general and as a trainer for appropriate business process courses when necessary.
8. Produce and maintain comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and update global user support of planned changes in advance.
9. Manage the regular updates of the End points tools such as antivirus, Intune, Zscaler, BitLocker and patches for operating system and other software and the distribution of the updates to all the workstations.
10. Contribute to the BCP and Disaster Recovery Plans for mission ICT related services. Support andmonitor completion and accuracy of server’s backup plans in line with IOM ICT standards.
11. Provide guidance, training, and supervision to junior staff in the unit
12. Work closely with the Information Management team to understand their data management needs and provide them with adequate support, ensuring compliance with the organization's rules and regulations regarding the hosting of developed tools and applications.
13. As part of MIDAS project assistance:

• Implement MIDAS-related activities to help extend the system's coverage and ensure its effective use in Guinea.
• Ensure all stages of the system's installation, from the purchase of the equipment to its installation and the training of its users.
• Follow-up in the field after installation at the designated Points of Contact.

14. Support the implementation of all ICT aspects of the mission's projects.
15. Perform such other related duties as may be assigned.

Required Qualifications and Experience:
Education

• University/Institute Degree in Computer Science/System Engineering with 4 years of working experience in network (LAN/WAN) administration and use of hardware/software & telecommunications facilities.

Experience
Demonstrated experience in:

• Microsoft M365 and Windows operating system.
• Offices support for LAN infrastructure, Active Directory domain environment and Windows-based servers, Windows Server, Microsoft Azure and desk support.
• Support and troubleshoot computer and network equipment, including Microsoft Office applications, TCP/IP Networking, and Windows operating systems and MS- Exchange Server.
• Strong understanding of Active Directory and Group policies
• Ability to work in a team environment; able to initiate and manage group studies to learn more about supporting the current infrastructure. Ability to present ideas in a user-friendly language to non-technical staff and end-users’ knowledge of an issue-tracking system an advantage;

Skills

• Identify, diagnose and troubleshoot end-user computer’s problems including Windows Operating Systems, Cisco VPN Connectivity, Microsoft Office, etc. Including remote troubleshooting tools
• Manage users in Active Directory, Exchange Server and Office 365
• Capacity to configure networking equipment including switches, firewalls, routers (e.g. Cisco, Meraki).
• Knowledge in administering corporate antivirus and corporate backup systems
• Experience with ITIL-based service desk ticketing systems
• Creation of users, extensions, and overall administration of telephone switchboard systems (e.g. Avaya, Siemens)
• Managing videoconferencing systems (e.g. Webex, Polycom)
• Experience troubleshooting macOS and macOS-based applications
• SAP troubleshooting experience will be considered an advantage.

Languages

• For this position, fluency in English and French is required (oral and written).
• Working knowledge of other UN languages.is an advantage.

Notes:
Accredited Universities are the ones listed in the UNESCO World Higher Education Database (https://whed.net/home.php).
Required Competencies:
The successful candidate is expected to demonstrate the following values and competencies:
Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintain high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators level 2

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

IOM’s competency framework can be found at this link:
https://www.iom.int/sites/default/files/about-iom/iom_revised_competency_framework_external.p df
Competencies will be assessed during a competency-based interview.
Other:
Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
Appointment will be subject to certification that the candidate is medically fit for appointment and verification of residency, visa and authorizations by the concerned Government, where applicable.
Only candidates residing in either the country of the duty station or from a location in a neighbouring country that is within commuting distance of the duty station will be considered. In all cases, a prerequisite for taking up the position is legal residency in the country of the duty station, or in the neighbouring country located

within commuting distance, and work permit, as applicable.
Vacancies close at 23:59 local time Conakry, Guinea on the respective closing date. No late applications will be accepted.
How to apply:
Interested candidates are invited to submit their applications directly to HRrecruitmentunit@iom.int by 20
August 2023 at the latest, specifying the vacancy reference number VN 2023-002 and Position Title in the subject line.
Only shortlisted candidates will be contacted.
Posting period:
From 07. Aout.2023 to 20. August.2023
No Fees:
IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training
or other fee). IOM does not request any information related to bank accounts.