Senior Regional ICT Associate

Background Information:

• This position is responsible for supporting the provision of ICT solutions and services in the Regional Office, including end user support. The role is essential for maintaining efficiency and effectiveness to support missions IT networks and systems, contributing to the overall organizational productivity in alignment with IOM ICT Strategy, policies, and standards.

Supervision:

• The position works under the overall supervision of the Deputy Regional Director (Management) and direct supervision of the Senior Regional ICT Officer.

Responsibilities

• Handle Tier 2 technical support in the Region, by providing prompt diagnosis and workarounds for reported incidents within the agreed service level agreements (SLA). Document all actions and steps taken to address an incident or fulfil a request. Identify root causes and recommend solutions for raised problems related to reported incidents. Escalate issues to Tier 3 as needed, based on the identified priority level.
• Provide end users support and monitor that requests, problems, and incidents are resolved within the (SLA). Provide Tier 1 assistance for users in the Regional Offices (RO) and Country Offices (CO) without local ICT resources.
• Assist in the implementation of IOM ICT Standards and IOM ICT Policies and Guidelines regarding networks, systems, telecoms, ICT services, equipment usage, procurement of ICT equipment, and information security.
• Create and maintain comprehensive documentation and reference materials for planned and delivered ICT systems in the region and update the central team of the planned changes in advance.
• Support daily monitoring and maintenance of systems and networks and assist in analyzing performance problems and recommend solutions to enhance functionality, reliability, and/or usability.
• Assist in responding promptly to information security incidents, mitigate and maintain IT Risks Register and escalate complex issues to the relevant specialist teams/units for resolution.
• Support the regular updates of operating systems and software patches/firmware for workstations and devices to maintain security and guard against threats and vulnerabilities.
• Assist in the implementation and evaluation of digital solutions and liaise with the information management team to support and protect mission data systems and analytics.
• Support in maintaining inventory of ICT software’ licenses and of ICT equipment in coordination with asset unit, and inform the owners/management about assets that require replacement and the licenses that require renewal in a timely manner.
• Contribute to the Business Continuity and Disaster Recovery Plans for mission databases and other ICT related services. Coordinate and monitor completion and accuracy of server’s backup plans and verify that simulation is carried out regularly to enable timely recovery when required.
• Support the delivery of regional ICT trainings to end users and ICT Staff in the region to facilitate productive use of existing and new systems and tools available in IOM.
• Assist in liaising with service providers for the provision of adequate ICT services and supplies.
• Perform other related duties as required by supervisor.

Qualifications

Education

• Bachelor’s degree in Computer Science, System Engineering from an accredited academic institution with 4 years of experience; or
• High school diploma of 6 years of experience.

Experience

• Professional experience in networking environment (LAN/WAN) and Tier-1/2 support.
• Experience working with specialized international agencies (UN Agencies, International Organizations, and International NGOs) is advantageous.
• Certification in any of the following (ITIL V4, MS AZ-900, MS AZ-104) is an advantage.
• Experience providing ICT support across multiple locations and countries.

 Skills:

• Demonstrated ability to troubleshoot and resolve hardware and software problems
• Knowledge of O365 applications.
• Knowledge of Windows Administration in a multi-site environment.
• Knowledge of MS Azure environment and cloud computing Knowledge of TCP/IP and Telecoms/Network protocols, Cisco devices, VPN, Active directory, Backup and Replication, Ticketing systems, Antivirus Software, and ICT utilities.
• Ability to deliver end user training

Languages

• For all applicants, fluency in English  and Arabic is required (oral and written).  Working Knowledge in French is desirable.

Source: https://fa-evlj-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1001/job/12681