Information and Communication Technology Assistant

Amman- JO1, Jordan

JOB DESCRIPTION

Under the direct supervision of the Information and Communication Technology Specialist (System and Network), and overall supervision of the National Information and Communication Technology Officer, and in close coordination with the Global ITC Service Center in Manila, the incumbent will be responsible for implementing the activities of the ICT unit in Jordan offices. In particular:

RESPONSIBILITIES

Provide end user support and ensure that all ICT support requests and quires are logged in the helpdesk ticketing system and answered appropriately within the agreed service level of agreement (SLA), by taking the ownership of these requests, open, update and close them in the heldpesk ticketing system.

Take ownership of users’ requests/issues and be proactive when dealing with these 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 Tier 2 or supervisor or Global User Support (GUS) when necessary and according to the identified priority level of the issue.

Assist in creating and maintaining comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and update global user support of the planned changes in advance.
Provide support, troubleshooting and necessary maintenance of network and system devices including servers (physical and virtual), switches, routers, and other relevant devices.
Install and relocate the organizational unit’s hardware, coordinate equipment servicing and mange user accounts. Maintain an update- to- date inventory of ICT software’ licenses and of ICT equipment in coordination with Asset unit, and advice the owners/management about assets that require replacement and the licenses that require renewal in a timely manner.
Assist in managing the regular updates of patches and firmware of operating system and other software and the distribution of the updates to all the workstations, as well other devices. Regularly update to latest firmware/patches to ensure protection from threats and vulnerabilities.
Configure or assist in the configuration of servers (physical and virtual) and active LAN components including wireless devices and other security appliances.
Support the proper maintenance and upgrade of operating systems, as well as end user applications and software, including MS O365.
Provide first line support to IOM’s corporate applications and other in-house developed software.
Support in ensuring the proper implementation of ICT polices, guidelines and standard in IOM Jordan and work towards adherence to ICT strategy, to reach better efficiency.
Perform other related duties as required by his/hersupervisor.

QUALIFICATIONS

Education

University degree / (High school or diploma) in computer science or a combination of relevant education.
Certification in any of the following (ITIL V4, MS AZ-900, MS AZ-104) is an advantage.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

Three years for university degree’s holder or five years for diploma (or High school) degree’s holder professional experience in networking environment (LAN/WAN) and Tier-1 level network/desktop support.
Experience working with specialized international agencies (UN Agencies, International Organizations, and International NGOs) advantageous.

Skills

Knowledge of O365 applications.
Knowledge of Windows Administration at multi-site environment.
Basic Knowledge of MS Azure environment.
Basic Knowledge of TCP/IP and Telecoms/Network protocols, Cisco devices, VPN, VoIP, Active directory, Backup and Replication, Ticketing systems, SAN\NAS, VMware, Antivirus Software, and ICT utilities.

Languages

For all applicants, fluency in English and Arabic is required (oral and written).

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 three 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

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 will remain eligible to be appointed in a similar position for a period of 24 months.
This post is subject to local recruitment. Only those holding a valid residence and work permit for the country where this position is based will be eligible for consideration.
Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable. Vaccination against COVID-19 will be required for IOM personnel who are hired or otherwise engaged by IOM. As part of the mandatory medical entry on duty clearance, candidates will be requested to provide evidence of full vaccination.
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 online recruitment system. The online tool also allows candidates to track the status of their application.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies