Senior ICT Associate

Organizational Context

The International Organization for Migration (IOM) Tunis Country Office seeks a Senior ICT Associate to provide essential Information Communications and Technology (ICT) support. This role operates under the supervision of the Head of Resource Management and the IMT Officer, ensuring the smooth functioning of ICT services within the office.

Job Purpose

The Senior ICT Associate is responsible for delivering comprehensive Information Communications and Technology (ICT) support and guidance to the IOM Tunis Country Office. This role ensures the continuity, reliability, and security of ICT services, directly contributing to the operational efficiency of the office. The associate will manage and resolve technical issues, implement and maintain ICT infrastructure, and support end-users in effectively utilizing organizational technologies. This position plays a crucial part in maintaining IOM's technological standards and operational integrity within the country office, ensuring seamless communication and data management.

Responsibilities

Provide tier 2 ICT technical support to end-users, resolving complex issues and ensuring service continuity. Manage the full lifecycle of ICT tickets, adhering to Service Level Agreements. Support the implementation, configuration, and upgrades of network infrastructure and systems, recommending optimal technical solutions. Ensure compliance with IOM ICT standards, policies, and guidelines for networks, systems, and equipment. Administer Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive) and related platforms. Manage Azure/Intune for compliance with IOM ICT/Security standards. Provide end-user training and guidance on technology adoption. Maintain comprehensive documentation for ICT systems and manage ICT hardware/software asset records, recommending timely replacements and renewals. Support access control management and implement IOM’s Data Protection Principles. Escalate ICT problems and recommend improvements. Implement and monitor ICT Business Continuity and Disaster Recovery Plans, including server backups. Administer endpoint security solutions like Microsoft Intune, BitLocker, Zscaler, and antivirus platforms.

Work Experience

Requires demonstrated experience with Microsoft 365 Applications and Windows operating systems. Experience supporting LAN infrastructure, Active Directory, Windows-based servers, Microsoft Azure, and desk support is essential. Relevant experience in ICT systems, Database/System Management, or a related field, preferably in humanitarian or development sectors, is needed. Previous experience in international organizations is advantageous.

Skills

Proficiency in supporting and troubleshooting computer and network equipment, including Microsoft Office applications, TCP/IP Networking, and Windows operating systems. Strong understanding of Active Directory and Group Policies. Ability to resolve endpoint compliance issues using Azure INTUNE. Teamwork and collaboration skills. Ability to present technical information clearly to non-technical users. Familiarity with issue-tracking systems is an advantage.

Explore related opportunities