Information And Communication Technology Assistant

Organizational Context

The International Organization for Migration (IOM) is a leading inter-governmental organization established in 1951, dedicated to promoting humane and orderly migration. It works with governmental, intergovernmental, and non-governmental partners, providing services and advice to governments and migrants. This role supports the provision of ICT solutions and services within the country office, contributing to overall organizational productivity.

Job Purpose

The Information and Communication Technology (ICT) Assistant plays a crucial role in supporting the country office's ICT infrastructure and services. This position is essential for maintaining the efficiency and effectiveness of the mission's IT networks and systems, ensuring seamless end-user support. By addressing ICT support incidents and requests, maintaining documentation, and assisting with system implementations, the role directly contributes to the operational productivity and smooth functioning of IOM's activities in Cambodia. The position operates under the direct supervision of the Senior IT Assistant and the overall supervision of the Head of Resources Management.

Responsibilities

Provide Tier 1 end-user support, managing and resolving ICT incidents and requests within service level agreements using the helpdesk ticketing system. This includes diagnosing issues, implementing workarounds, logging actions, and escalating complex problems. Assist in creating and maintaining comprehensive documentation for ICT systems and coordinate planned changes. Offer first-line support for IOM's corporate applications and in-house software. Troubleshoot, maintain, and configure network, conference, telephony, and system devices. Install and relocate hardware, manage user accounts, and coordinate equipment servicing. Respond to information security incidents, mitigate risks, and assist in cybersecurity efforts and the rollout of security patches. Support the implementation and evaluation of digital solutions and maintain mission data systems. Maintain an inventory of ICT software licenses and equipment, advising on replacements and renewals. Ensure adherence to IOM ICT Standards, Policies, and Guidelines.

Work Experience

Requires three years of professional experience in a networking environment (LAN/WAN) and Tier-1 level network/desktop support for university degree holders, or five years for diploma/high school graduates. Experience working with international agencies like UN organizations, international organizations, or international NGOs is advantageous.

Skills

Demonstrated ability to troubleshoot and resolve hardware and software issues. Knowledge of O365 applications. Intermediate Windows Administration skills in a multi-site environment. Basic knowledge of MS Azure and cloud computing. Familiarity with TCP/IP, network protocols, Cisco devices, VPN, Active Directory, backup and replication, ticketing systems, antivirus software, and ICT utilities.

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