| OIM recruits 01 Information Technology Assistant | |
| Description de l’offre Avis de vacance de poste VN-CO-003-2022 Open to internal and external candidates Position Title: Information Technology Assistant (Tier 2 User Support) Duty Station: Dakar, (Senegal) Category: General Service, Grade G5 Type of appointment: Special Short Term Graded (with a possibility of extension) Closing date: April 8th, 2022 Estimate start date: As soon as possible Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental, and nongovernmental 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. IOM is committed to a diverse and inclusive environment. Applications from qualified female candidates are especially encouraged. For this vacancy, internal candidates are considered as first-tier candidates Context: Under the direct supervision of the Resource Management Officer, in close coordination with Regional Information Management and Technology Officer and under the overall supervision of Chief of Mission, the incumbent will be responsible for assisting in the maintenance, support and implementation of the IT Infrastructure in IOM Country Office, Dakar. I. RESPONSIBILITIES AND ACCOUNTABILITIES 1. Provide 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 assigned tickets, meeting or exceeding Service Level Agreements (SLA) a. Take ownership of user problems and be proactive when dealing with user issues. b. Provide Tier 1 and Tier 2 level technical support such as immediate diagnosis and workarounds for reported incidents. c. Log all actions and steps taken to respond to an incident or to complete a request. d. Assist in determining root causes and propose resolution for problems raised by reported incidents. e. Escalate to Global User Support (GUS) and supervisor when necessary and accordingly to identified priority levels. 2. Administering and monitoring of local services, servers, systems, and networks and provide routine control of servers and data. 3. Maintain and monitor the efficient access and uptime to Local, Corporate, or Cloud Services. 4. Participate in the coordination and implementation of planned technology upgrades. Perform implementation and administration of system, application, and infrastructure components. Including support to ensure readiness for events and supporting the event’s technical activities. 5. Maintain, monitor, and support the effective utilization of communication equipment (including but not limited to: PABX, videoconferencing equipment, and mobile devices) 6. Provide end-user training both as a technical support person in general and as a trainer for corporate applications and business process. Provide guidance and training to Tier 1 colleagues as needed. 7. Produce and maintain relevant documentation and reference materials, including (but not limited to): ICT asset and software inventory, infrastructure diagrams, security documentation, and Identity and access management records. Recommend equipment and software replacements in a timely manner following the ICT asset lifecycle standards. 8. Assist in analyzing and correcting performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/or usability. 9. Administer and monitor server and workstation supporting systems such as patch management, antivirus, and backup, recommend and take appropriate actions when needed. 10. Participate in ensuring quality and continuous improvement measures following ICT Standards, Guidelines, and Policies. 11. Perform such other related duties as may be assigned. II. REQUIRED QUALIFICATIONS AND EXPERIENCE Education • 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. • Completed high school degree from an accredited academic institution, with five years of relevant professional experience. • Microsoft Certification (MCP or above) in Windows Server 2016 and/or Active Directory. • Azure or AWS Associate Certification. • Cisco Certified Network Associate (CCNA) • Other industry certifications such as CompTIA, VCP or ITIL are a distinct advantage Experience • Extensive experience in direct user technical support and computer, network and communication equipment troubleshooting are a distinct advantage. • Correctly applies knowledge of specialized IT disciplines. Language – French : Fluent – English: Fluent III. COMPETENCIES The successful candidate is expected to demonstrate the following values and competencies: Values – Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible. – 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. – Resource Mobilization – Establishes realistic resource requirements to meet IOM needs Core Competencies – 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 action and delegated work. – Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way. Other: Internals of the Organization and NMS candidates, as well as external female candidates, will be considered as first-tier candidates. This vacancy is also open to second-tier candidates. The appointment is subject to funding confirmation. Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances. | |
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