​​information And Communication Technology (ICT) Associate​

Organizational Context

The International Organization for Migration (IOM), established in 1951, is a UN-related organization and a leading agency in migration. It collaborates with governmental, intergovernmental, and non-governmental partners to promote humane and orderly migration, protect displaced persons, and facilitate regular migration pathways. IOM is dedicated to creating a respectful, inclusive, and supportive workplace to maximize the potential of migration and enhance support for migrants.

Job Purpose

The Information and Communication Technology (ICT) Associate plays a crucial role in supporting IOM's mission by ensuring the smooth operation of its technological infrastructure. This position provides essential first-level helpdesk support, addressing user inquiries and resolving technical issues across a range of hardware and software. The role contributes to maintaining system security, facilitating efficient communication through teleconference support, and ensuring users are proficient with IOM's systems. By managing and maintaining ICT resources, the associate directly supports IOM's operational effectiveness and its commitment to providing services to governments and migrants, thereby contributing to the organization's overall objectives in managing migration.

Responsibilities

Serve as the primary point of contact for helpdesk technical support, assisting local and remote users with troubleshooting issues related to computers, applications, telephones, printers, scanners, and PBX systems. Provide technical support for corporate applications like Office 365, SAP, and Oracle, as well as standard software. Install, maintain, and administer computers, peripherals, and backup systems, ensuring timely patching of applications, computers, and network devices. Monitor workstations, LAN, and WAN equipment, including Cisco Meraki, firewalls, and Wi-Fi access points. Assist in administering network devices and cloud-based services such as AWS, Azure, and Microsoft 365. Contribute to system upgrades and IT infrastructure changes, ensuring compliance with ICT standards. Provide user training on IOM systems and devices. Maintain an accurate IT inventory and update technical documentation. Support users with teleconference setup and troubleshooting. Perform other related duties as required.

Work Experience

Experience in administrating Windows computers, Office 365 tools, and LAN/WAN Meraki networking environments is required. Extensive experience in direct user technical support and troubleshooting computer, network, and communication equipment is essential. Proven experience supporting Office 365 and cloud-based solutions (AWS, Azure) is necessary. Basic experience with cybersecurity incident response, vulnerability management, and patch management is advantageous. Relevant certifications such as AWS, Azure, Microsoft 365, Microsoft Server, Cisco CCNA, CompTIA, or ITIL are beneficial.

Skills

Troubleshooting end-user computer problems (Windows OS, VPN, Microsoft Office); Active Directory and Office 365 user management; Configuring networking equipment (Cisco Meraki, ASA); Administering corporate antivirus and backup systems; ITIL-based service desk ticketing systems; Telephone switchboard system administration (Avaya, Siemens); Managing videoconferencing systems (Teams, Webex, Polycom); Troubleshooting macOS and applications; SAP and Oracle troubleshooting (advantageous).

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