Description détaillée du poste

Job Description

Responsibilities

1. Support the administration and monitoring of local services, systems, networks, and data; analyze and correct performance problems of network, systems, and applications and recommend solutions to enhance functionality, reliability, and/or usability; Ensure availability of information and systems with the proper management, monitoring, and troubleshooting of the backup system. 
2. Provide end-user support and resolve all ICT issues timely and appropriately via email, telephone call, and/or in person; take ownership of users’ problems and be proactive when dealing with users’ issues and escalate to Global User Support (GUS) and supervisor when necessary and accordingly to identified priority levels.
3. Keep secure all IT components and timely patched, including applications, computers, network devices, CCTV systems, access controls, mobile phones, telephone systems, etc. Administer and monitor systems and workstations supporting ICT-related tasks such as patch management, antimalware, disk encryption with Bitlocker, and secure and compliant configuration of computers and mobile phones with Intune; 
4. Provide technical support to corporate applications and ICT standard software (e.g., Office365, SAP, Oracle, Migrant Applications, Internet security, Mobile Applications, Intune, and Bitlocker); applications. 
5. Support the response with eventual security incidents affecting the local IT components, users, and applications. 
6. Monitor the effective utilization of communication equipment and support technical requests, interacting with local and remote users to provide assistance and troubleshooting, including support with computers, applications, telephones, printers, scanners, PBX telephone systems, mobile phones, etc. 
7. Assist with the monitoring and troubleshooting of workstations, LAN, and WAN equipment (e.g., Cisco Meraki, Cisco ASA Firewall, switches, Wi-Fi access points, Microsoft Intune, PBX telephone systems, and antimalware systems). 
8. Provide end-user training both as a technical support person in general and as a trainer for corporate applications and business processes. Provide guidance and training to junior ICT colleagues as needed. 
9. Produce and maintain relevant documentation and reference materials, including (but not limited to): ICT asset and software inventory, infrastructure diagrams, security documentation, etc. Recommend equipment and software replacements in a timely manner following the ICT asset lifecycle standards. 
10. Participate in ensuring quality and continuous improvement measures following internal ICT Standards, Guidelines, Policies, and other frameworks (e.g., NIST). 
11. Perform such other related duties as may be assigned.

Qualifications

Education

• Completed university degree in Computer Science, Information Technology, or a related field from an accredited academic institution, with three years of relevant professional experience in Helpdesk / Service Desk roles. 
• Completed high school degree from an accredited academic institution, with five years of relevant professional experience. 
• Microsoft Certification (MCP or above) in Windows Server 2019 or above and/or Active Directory is also preferable Azure, Microsoft 365, and AWS Associate Certifications are important advantages. 
• Cisco Certified Network Associate (CCNA) 
• Cybersecurity-related certifications and training are an advantage. 
• Other industry certifications such as Cisco CCNA, Avaya, CompTIA Network+, CompTIA Security+, or ITIL.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Extensive experience in direct user technical support and computer, network, and communication equipment troubleshooting are a distinct advantage. 
• Correctly applies knowledge of specialized IT disciplines. 
• Five years of relevant experience administrating Windows computers, Office365 tools (e.g., Microsoft Outlook), and LAN/WAN Meraki networking environment. 
• Proven experience supporting Office 365 and cloud-based solutions in AWS, Azure, and/or Microsoft 365. 
• Basic experience and/or knowledge in responding to cybersecurity incidents, vulnerability management, patch management, and security compliance daily tasks (e.g., NIST 800-53 cybersecurity standard and compliance framework).

Skills

• Discreet, details and clients-oriented, patient and willing to learn new things. 
• Demonstrated analytical and problem-solving skills to address complex technical challenges. 
• Excellent communication and interpersonal skills for effective collaboration and documentation.
• Exposure and understanding of existing, new and emerging technologies and processing environments.

Languages

• Required

Fluency in both written and spoken English and French

• Desirable 

Fluency in Kirundi (oral and written)

IOM’s official languages are English, French and Spanish.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these three values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators (Level 1)

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Notes

1. Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
2. This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
3. This post is subject to local recruitment. Only those holding a valid residence and work permit for the country where this position is based will be eligible for consideration.
4. Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable. Vaccination against COVID-19 will be required for IOM personnel who are hired or otherwise engaged by IOM. As part of the mandatory medical entry on duty clearance, candidates will be requested to provide evidence of full vaccination.
5. IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
6. IOM only accepts duly completed applications submitted through the IOM online recruitment system. The online tool also allows candidates to track the status of their application.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies

Required Skills

Microsoft Office Applications

Network Design and Administration

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