Job Identification (Reference Number): 14677
Position Title: Senior Information and Communication Technology (ICT) Assistant (Digital Workspace Enablement) (G)
Duty Station City: Geneva
Duty Station Country: Switzerland
Grade: G-6
Contract Type: Fixed-term (1 year with possibility of extension)
Recruiting Type: Professional
Vacancy Type: Vacancy Notice
Initial duration: 1 year with possibility of extension
Closing date: 05 May 2025
Introduction
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 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.
IOM is committed to ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM’s workplace culture at IOM workplace culture jobshiringnearme.org International Organization for Migration.
Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal candidates are considered first-tier candidates.
Context
Under the overall leadership of the Chief Technology Officer and reporting directly to the ICT Officer (Service Delivery and Operations (SDO)), the Senior ICT Assistant (Digital Workspace Enablement) is responsible for playing a proactive role in the delivery of digital workspace services at the Tier 1 and Tier 2 level at Headquarters (HQ) and non-HQ based offices.
With the transition to an outsourced IT Helpdesk model, the Senior ICT Assistant (Digital Workspace Enablement) will lead both hands-on end-user support and coordination support functions for ICT services to assist with the optimal performance of the Helpdesk function. Working with the ICT Officer (SDO), they will monitor the outsourced provider to further enable the delivery of a quality service, escalate overlooked issues and support smooth IT operations across HQ.
- Provide first-level support to end users in HQ and non-HQ offices such as Valencia for hardware, software, and network-related issues. Troubleshoot and advise on network facilities, review and correct software faults, and provide technical and procedural support in a timely manner and in alignment with established service level agreements (SLA).
- Receive, review and coordinate users’ requests/issues, ensuring that tickets are opened, updated and closed in the helpdesk ticketing system and prioritizing critical users’ requests and/or critical incidents. Respond to users’ questions and identify and resolve errors. Log all actions and steps taken to respond to an incident or to complete a request as part of the knowledge base buildout.
- Monitor and follow up on Tier 1 and Tier 2 support tickets for timely and effective resolution by the outsourced helpdesk. Provide support services for Tier 1 application issues and escalate unresolved matters to appropriate teams or vendors. Escalate and coordinate with Tier 3 internal teams and external vendors for complex or unresolved issues impacting HQ operations. Assist the ICT Officer (SDO) in the preparation of monthly helpdesk performance reports.
- Manage and maintain HQ conference and meeting rooms, provide onsite administrative or procedural support for key meetings, and coordinate and support onsite events or at external venues with relevant departments and units, coordinating the outsourcing of providers as required.
- Coordinate MS Teams Telephony for HQ and non-HQ offices, including number assignments and monitoring of the service.
- Under guidance from the Identity and Access Management team, administer user accounts as and when there are failures in the IAM provisioning and deprovisioning process.
- Provide training to end users on IT systems and best practices, the use of software applications and tools, and data protection initiatives such as Data Leakage Protection (DLP). Provide guidance to HQ users on the adoption of specific new technologies such as AI or smart portals.
- In close coordination with the ICT Officer (SDO), monitor and document information security incidents, escalating issues to specialist teams or the CSIRT as required, and maintain the IT Risks Register. As required, provide support services to the Information Security Unit or other departments for ICT investigations.
- Assist HQ departments in the use and management of data repositories such as Azure Files and SharePoint. Maintain and update documentation and manuals required for the management of the helpdesk function.
- Assist in the labelling and maintenance of the ICT inventory for HQ. Complete purchase requisitions for the procurement of IT hardware, licenses and services for HQ and follow up with the IT Procurement unit.
- Perform such other duties as may be assigned.
Education
- Completed High school/Secondary school education with six years of relevant experience; or,
- University degree in Computer Science, Information Technology or a related field from an accredited academic institution with four years of relevant experience.
- Certification in Information Technology Infrastructure Library (ITIL) is desirable.
- Certification in Cisco Certified Network Associate (CCNA), or Microsoft Certified System Administrator (MCSA) is desirable;
- Certification in Cisco Meraki Solutions Specialist, Microsoft 365 Fundamentals and Azure Fundamentals is desirable; and,
- Certification in other IT verticals such as AI and Automation is a distinct advantage.
- Relevant certification in other IT verticals such as AI and Automation is a distinct advantage.
Accredited Universities are those listed in the UNESCO World Higher Education Database.
Experience
- Experience providing technical and procedural ICT support services in both English and French;
- Experience in the development cycle for the implementation and integration of ICT systems, including programming, testing, installing, documenting, maintaining and/or enhancing these systems;
- Experience in the management and/or administration of conference room hardware;
- Experience working with external service providers a distinct advantage; and,
- Experience supporting network infrastructure, and the Cisco Meraki network portfolio at the Tier 1 and Tier 2 level a distinct advantage.
Skills
- Solid understanding of ITIL principles specifically customer support and service management frameworks;
- Excellent communicator — able to speak and provide clear and concise information when escalating or deescalating and service issues;
- Ability to troubleshoot and resolve computer hardware and software issues;
- Knowledge of O365 back-office applications and ability to deliver end user training;
- Demonstrated ability to handle confidential data in a professional, responsible and mature manner;
- Knowledge of Windows Operating System, NetworkSystems administration, TCP/IP, Telecoms, Network Protocols, Cisco devices, VPN, MS Telephony, MS Office 365 apps, Antivirus Software, and utilities;
- Task organisation and planning skills for efficient roll-out of ICT initiatives is an advantage;
- Working knowledge of large language models and the creation and use of smart user prompts is an advantage; and;
- Foundation knowledge in NIST cybersecurity frameworks and standards, with the ability to apply them in diverse organizational contexts is an advantage.
Languages
For this position, fluency in English and French are required (oral and written). Working knowledge of another official UN language (Arabic, Chinese, Russian, and Spanish) is an advantage.
IOM’s official languages are English, French and Spanish. All staff members are required to be fluent in one of the the three languages.
Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments
Required Competencies
IOM’s competency framework can be found at this link Competencies will be assessed during the selection process.
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: Maintains 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 1
- 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.
Notes
Open to internal candidates and previous IOM employees only.
Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
This selection process may be used to staff similar positions in various duty stations. Recommended candidates endorsed by the Appointments and Postings Board will remain eligible to be appointed in a similar position for a period of 24 months.
Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances. Subject to certain exemptions, vaccination against COVID-19 will in principle be required for individuals hired on or after 15 November 2021. This will be verified as part of the medical clearance process.
Vacancies close at 23:59 local time Geneva, Switzerland on the respective closing date. No late applications will be accepted.
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.
IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.
Only shortlisted candidates will be contacted.
For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies
