Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.
IOM is committed to a diverse and inclusive work environment. Internal and external candidates are eligible to apply to this vacancy. For the purpose of the vacancy, internal candidates are considered as first-tier candidates.
Context
Under the overall supervision of the Chief Global ICT Operations, and the direct supervision of the Head of Global User Support, the successful candidate will provide first-level (Tier 1) user and technical support and services to users of IOM’s corporate applications and infrastructure worldwide, promoting a client and service-oriented approach.
Core Functions / Responsibilities
- Issue ticket ownership – open, update, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA)
- Take ownership of user problems and be proactive when dealing with user issues.
- Provide Tier 1 level technical support such as immediate diagnosis and workarounds for reported incidents.
- Log all actions and steps taken to respond to an incident or to complete a request.
- Assist in determining root causes and propose resolution for problems raised by reported incidents.
- Escalate to Tier 2 technical support and supervisor when necessary and accordingly to identified priority levels.
- Provide support for planned technology upgrades for network, systems and applications;
- Provide end-user training, when assigned for organization-wide deployment and/or while on Duty Travel (TDY) when necessary.
- Perform agreed tasks and collaborate with relevant units, when assigned, for joint development and delivery of new applications, systems and networks.
- Maintain and ensure availability and capacity of existing network, systems and applications (core services) in conjunction with relevant units.
- Perform monitoring of systems, network (LAN, WAN), applications and provide routine control of servers and data on assigned shifts.
- Produce and maintain comprehensive documentation and reference materials for planned and delivered user and technical services when assigned.
- Establish technical relationship and collaboration with other pertinent department/units – and with partners, suppliers and providers – to identify opportunities for optimizing business and system effectiveness.
- Participate proactively in face to face shift turnover meetings and contribute to ensure continuity of the support service.
- Perform such other duties as may be assigned.
Education
- University degree in Computer Science, Information Technology or a related field from an accredited academic institution, with two years of relevant professional experience; or
- Completed High school degree from an accredited academic institution, with four years of relevant professional experience.
- Specialized formal training on IT systems, business software (Microsoft Office) and web-based applications. Valid and relevant Microsoft, Cisco, ITIL Certifications or other relevant industry certifications are an advantage.
Experience
- Demonstrated experience in the following:
- Medium-sized offices support for LAN infrastructure, Active Directory domain environment and Windows-based servers;
- Windows Server and desk support;
- Support and troubleshoot 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 work in a team environment; able to initiate and manage group studies to learn more about supporting the current infrastructure;
- Ability to present ideas in a user-friendly language to non-technical staff and end-users knowledge of an issue-tracking system an advantage.
Languages
For this position, fluency in English is required. Knowledge of a second official UN language is desirable.
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.
Core Competencies
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.
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.
Teamwork
Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
How to apply
Interested candidates are invited to submit their applications via hrmanila@iom.int not later than 23 February 2023. Reference code VN 020/2022 ICT Assistant (Client Support) - Tier 1 should be specified in the SUBJECT field.
IOM welcomes applicants from qualified individuals, irrespective of their race, religion, skin, color, nationality, age, disability status, ancestry, sex, sexual orientation, gender identity or expression, marital status, family structure, mental health status, or any other characteristic.
Only shortlisted candidates will be contacted.