Aden Information And Communication Technology Assistant - UG

Organizational Context

The International Organization for Migration (IOM), established in 1951, is a leading UN agency dedicated to promoting humane and orderly migration. It works with partners to save lives, protect people on the move, and facilitate regular migration pathways. This role supports the provision of ICT solutions and services within the country office, ensuring the efficiency and effectiveness of IT networks and systems.

Job Purpose

This position is crucial for supporting the delivery of Information and Communication Technology (ICT) solutions and services within the country office, with a primary focus on end-user support. The role is instrumental in maintaining the operational efficiency and effectiveness of the mission's IT networks and systems. By ensuring seamless ICT operations, this role directly contributes to the overall productivity and success of the organization's activities in the region. The incumbent will work under the direct supervision of the ICT Associate and overall supervision of the ICT Officer, collaborating closely with regional and central ICT units to uphold IOM's technological infrastructure and support its diverse migration-related initiatives.

Responsibilities

Provide comprehensive end-user support, addressing ICT incidents and requests within service level agreements. This includes diagnosing issues, providing workarounds, logging all actions in the ticketing system, and escalating complex problems as needed. Assist in creating and maintaining documentation for ICT systems and coordinate planned changes. Offer first-line support for corporate applications and in-house software. Troubleshoot, maintain, and configure network, conference, telephony, security, and system devices. Install and relocate hardware, manage user accounts, and coordinate equipment servicing. Support information security incident response, mitigate IT risks, and assist in rolling out cybersecurity initiatives and software patch management. Help implement and evaluate digital solutions, supporting mission data systems and analytics. Maintain an inventory of ICT software licenses and equipment, advising on replacements and renewals. Ensure adherence to IOM ICT Standards, Policies, and Guidelines for networks, systems, telecoms, services, equipment usage, procurement, and information security. Perform other duties as assigned by the supervisor.

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 organizations like UN agencies or NGOs is advantageous.

Skills

Demonstrated ability to troubleshoot and resolve hardware/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/replication, ticketing systems, antivirus software, and ICT utilities.

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