Senior Information And Communication Technology Associate

Organizational Context

The International Organization for Migration (IOM), established in 1951, is the leading UN agency focused on migration. It collaborates with governments and partners to promote humane and orderly migration, protect displaced persons, and facilitate regular migration pathways. This role is situated within the IOM country office in Caracas, Bolivarian Republic of Venezuela, and is crucial for maintaining the efficiency of the mission's IT infrastructure.

Job Purpose

The Senior Information and Communication Technology (ICT) Associate is responsible for providing and coordinating ICT solutions and services within the country office, including essential end-user support. This role is vital for ensuring the operational efficiency and effectiveness of the mission's IT networks and systems. By maintaining and improving these systems, the position directly contributes to the overall productivity of the organization, ensuring alignment with IOM's ICT Strategy, policies, and standards. The role supports the organization's mandate by enabling seamless communication and data management, which is critical for IOM's operations in assisting migrants and displaced persons.

Responsibilities

This role involves supervising ICT staff, providing guidance, and overseeing daily tasks. Responsibilities include responding to user support requests, offering Tier 1 and Tier 2 technical support, and diagnosing/resolving hardware and software issues. The associate will install, configure, and administer network connectivity, systems, and applications, ensuring service availability. Daily monitoring and maintenance of systems and networks, performance analysis, and issue resolution are key. The role also contributes to business continuity and disaster recovery plans, responds to security incidents, and maintains IT risk registers. Coordination with regional and central units for cybersecurity efforts, managing software updates, and participating in the implementation of digital solutions are also required. Furthermore, the associate will produce technical documentation, assist in translating business needs into ICT solutions, and deliver training to staff.

Work Experience

Required experience includes working in a networking environment (LAN/WAN) and providing Tier-2 level network/desktop support. A minimum of one year of professional experience in cloud computing is also necessary. Experience with specialized international agencies like UN agencies, international organizations, or NGOs is considered an advantage.

Skills

Key skills include strong analytical abilities for troubleshooting hardware and software issues, extensive knowledge of O365 applications, and Windows administration in multi-site environments. Proficiency in TCP/IP, network protocols, Cisco devices, VPN, MS telephony, Active Directory, backup/replication, ticketing systems, and antivirus software is essential. Knowledge of MS Azure and cloud computing is required. The ability to write clear technical documents and reports, and to deliver technical and end-user training, is also important.

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