Job Summary

Background Information
This position is responsible to support the provision of ICT solutions and services in the country office including end user support. The role is essential for maintaining efficiency and effectiveness of missions IT networks and systems, contributing to the overall organizational productivity.
Supervision
Under the direct supervision of the IT Specialist, and overall supervision of the Head of Resources Management, and in close coordination with the Regional ICT Officer and relevant central ICT units.

Key Responsibilities

1. Provide end user support and ensure that all ICT support incidents and requests are addressed within the agreed service level agreements (SLA):

• Take ownership of users’ requests/issues, open, update, and close them in the helpdesk ticketing system.
• 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 for reported incidents.
• Escalate to Tier 2 at the Regional Office or supervisor when necessary and according to the identified priority level of the issue.

2. Assist in creating and maintaining comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and coordinate with the regional Office any planned changes in advance.

3. Provide first line support to IOM’s corporate applications and other in-house developed software.

4. Provide support, troubleshooting and maintenance and configuration of network, conference, telephony, physical security and system devices

5. Install and relocate the organizational unit’s hardware, coordinate equipment servicing and mange user accounts.

6. Responding promptly to information security incidents, mitigate and maintain IT Risks Register and escalate complex issues to the relevant specialist teams/units for resolution.

7. In coordination with the Regional Office and Central ICT information Security Unit assist in the roll out of cyber security efforts.

8. Updating regular operating systems and software patches/firmware for workstations and devices to maintain security and protection against threats and vulnerabilities.

9. Assist in the implementation and evaluation of digital solutions and liaise with the information management team to support and maintain mission data systems and analytics.

10. Support in maintaining inventory of ICT software’ licenses and of ICT equipment in coordination with asset unit and advise the owners/management about assets that require replacement and the licenses that require renewal in a timely manner.

11. Assist in the implementation of IOM ICT Standards and IOM ICT Policies and Guidelines regarding networks, systems, telecoms, ICT services, equipment usage, procurement of ICT equipment and information security.

12. Perform other related duties as required by supervisor.

Required Qualifications

Education

• University degree / in computer science, system engineering or a combination of relevant education. Or a High school diploma with the below certifications.
• Certification in any of the following (ITIL V4, MS AZ-900, MS AZ-104) is an advantage.
Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Three years for university degree’s holder or five years for diploma (or High school) degree’s holder professional experience in networking environment (LAN/WAN) and Tier-1 level network/desktop support.
• Experience working with specialized international agencies (UN Agencies, International Organizations, and International NGOs) advantageous.

Skills

• Demonstrated ability to troubleshoot and resolve hardware and software problems
• Knowledge of O365 applications.
• Intermediate knowledge of Windows Administration at multi-site environment.
• Basic knowledge of MS Azure environment and cloud computing Knowledge of TCP/IP and Telecoms/Network protocols, Cisco devices, VPN, Active directory, Backup and Replication, Ticketing systems, Antivirus Software, and ICT utilities.

Languages

Fluency in English and Vietnamese is required.
Working knowledge of other UN official languages is an advantage.

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.

Managerial Competencies – behavioural indicators (Level 1) (applicable only if position is with direct reports)

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings.

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.
5. IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
6. 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.
7. 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