IT Technical Support Tier-2

Open to Internal & External Candidates

Position Title	IT Technical Support Tier-2 (Multiple Positions)
Classification, Position Grade	General Staff, Grade G5
Duty Station	Jordan, Amman
Type of Appointment	One Year Fixed Term (OYFT)
Estimated Start Date	As Soon As Possible
Closure Date	7 December 2022
Vacancy No.	VN/JOR/089/2022
Organizational Unit	Information Management and Technology Unit

Established in 1951, IOM is the leading inter-governmental organization in the field of migration and 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. Read more about diversity and inclusion at IOM at www.iom.int/diversity

Applications are welcome from first- and second-tier candidates, particularly qualified female candidates

Organizational Context and Scope

Under the direct supervision of the System and Network Coordinator in Amman, Jordan and in close coordination with the Global ITC Service Center in Manila, the incumbent will be responsible for implementing the activities of the IT Unit in Amman and its remote offices. In particular:

Core Functions / Responsibilities:

1. Provide end user support and ensure that all ICT support requests and quires are logged in the helpdesk ticketing system and answered appropriately within the agreed service level of agreement (SLA), by taking the ownership of these requests, open, update and close them in the heldpesk ticketing system.

1. Take ownership of users’ request/issues and be proactive when dealing with these issues.
2. Provide Tier1 and Tier 2 level technical support such as immediate diagnosis and workarounds for reported incidents.
3. Log all actions and steps taken to respond to an incident or to complete a request.
4. Assist in determining root causes and propose resolution for problems raised by reported incidents.
5. Escalate to Senior ICT Assistant and Global User Support (GUS), supervisor when necessary and according to the identified priority level of the issue.

1. Assist in creating and maintaining comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and update global user support of the planned changes in advance.
2. Assist in analyzing performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/or usability.
3. Maintain an update- to- date inventory of ICT software’ licenses and of ICT equipment in coordination with Asset unit, and advice the owners/management about assets that require replacement and the licenses that require renewal in a timely manner.

1. Contribute to the Disaster Recovery Plans for mission databases and other ICT related services. Manage and monitor completion and accuracy of server’s backup plans in line with IOM ICT standard and ensure that backup and other procedures are in place. Support in preparing documentation and ensuring that the simulation is carried out regularly to enable timely recovery in case will be required.
2. Develop when necessary and provide ITC training to all end users to ensure productive use of existing and new systems and tools available in IOM.
3. Undertake daily monitoring and maintenance of systems and networks (LAN, WAN, VPN, VOIP), carry out analysis performance identify problems of network, systems and recommend solutions to enhance functionality, reliability, and/or usability to ensure uninterrupted service of mission-critical servers and systems.
4. Implement IOM IT Standards and IOM IT Policies and Guidelines in particular regarding networks, systems, telecoms, ICT services and equipment usage IT procurement and information security
5. Assist in managing the regular updates of patches and firmware of operating system and other software and the distribution of the updates to all the workstations, as well other devices. Regularly update to latest firmware/patches to ensure protection from threats and vulnerabilities.
6. Perform other related duties as required by his/her supervisor.

Education and Experience

• University degree in computer science or a combination of relevant education and professional experience with minimum 3 years of related experience (or High school/diploma with minimum 5 years of related experience) in a networking environment (LAN/WAN) and first level of network/desktop support. Knowledge of Windows Administration at multi-site environment, TCP/IP, Telecoms/Network protocols, Cisco devices, VPN, VoIP, MS 365 Office, VMWare, Backup and Replication, Antivirus Software, and IT utilities.

• Certification in any of the following (ITIL V4, MS AZ-900, MS AZ-104) is an advantage.

• Experience working with specialized international agencies (UN Agencies, International Organisations, and International NGOs) and in complex operations, including conflict and post-conflict situations preferred.

Skills:

• Excellent communication skills, strong interpersonal and organizational skills. Commitment, reliability, efficiency, flexibility, self-motivation, respect for diversity and creative thinking. Capacity to coach individuals, to work effectively and harmoniously with colleagues within a team from varied cultures and professional backgrounds

Languages:

Fluency in English and Arabic is required.

Required Competencies

Values

• Inclusion and respect for diversity respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
• Integrity and transparency: maintain 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 – 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 action and delegated work.
• Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

Other

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment and verification of residency, visa and authorizations by the concerned Government, where applicable. In addition, a clearance from the local government (“Court Clearance”) needs to be provided by the applicant.

How to apply:

• Interested Internal candidates (active staff members and staff holding a daily contract) need to submit their application plus a cover letter to [email protected], their updated IOM Personal History (PH) Form or E-recruit Internal Candidate profile generated from PRISM Portal indicating the vacancy number in the subject line. Any application without this information in the subject line will be excluded from the applications. Only shortlisted candidates will be contacted. Kindly use your IOM email account for us to easily identify that you are internal candidate (first tier candidate) referring to this advertisement and VN/JOR/089/2022.

• Interested external candidates are invited to submit their applications plus a cover letter via Akhtaboot website, referring to this advertisement Akhtaboot #154484 , for an application to be considered valid,

IOM only accepts online profiles duly completed in Akhtaboot website for External Candidates.

Posting period:

From 23 Nov – 7th Dec 2022

No Fees:

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.

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