ICT Assistant
JOB DETAIL
Open to Internal and External Candidates
Position Title : ICT Assistant
Duty Station : Bangkok, Thailand
Classification : General Service (Ungraded, THB 74,000.00 per month)
Type of Appointment : Special Short-Term Contract (Initial 6 months with possibility of extension)
Estimated Start Date : As soon as possible
Closing Date : 11 December 2024
(Open for Thai Nationals Only)
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.
ORGANIZATIONAL CONTEXT AND SCOPE:
The International Organization for Migration (IOM) is the UN Migration Agency. With 173 member states it is committed to the principle that humane and orderly migration benefits migrants and society.
Established in 1951 and now active in over 400 field locations worldwide, IOM works with partners, government and civil society to:
1. Assist in meeting the operational challenges of migration and mobility
2. Advance understanding of migration issues
3. Encourage social and economic development through migration; and
4. Uphold the human dignity and well-being of migrants and mobile populations.
IOM is committed to a diverse and inclusive 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.
Under the direct supervision of the Senior ICT Assistant (Supervisor), the overall supervision of the Head of Resource Management, and in close coordination with the Asia and the Pacific (APAC) Region ICT and ICT Central Team, the incumbent will provide first level technical support and services to users of IOM’s corporate applications and infrastructure, promoting a client and service-oriented approach.
- Provide Tier 1 level technical support such as immediate diagnosis and workarounds for reported incidents in APAC Regional Office in Bangkok, Country Office, RSO Bali Process Office , Myanmar Office in Bangkok and sub-offices.
- 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;
- 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 supervisor when necessary and accordingly to identified priority levels;
- 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;
- Provide technical support to corporate applications and ICT standard software (e.g., Office365, SAP, Oracle, Migrant Applications, Internet security, Mobile Applications, Intune, and Bitlocker);
- Support the response with eventual security incidents affecting the local IT components, users, and applications.
- 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.
- 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);
- Provide end-user training both as a technical support person in general and as a trainer for corporate applications and business processes.
- 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;
- Participate in ensuring quality and continuous improvement measures following internal ICT Standards, Guidelines, Policies, and other frameworks (e.g., NIST);
- Support the Senior ICT Assistant and the office/s to implement the Digital Transformation roadmap.
- Assist in the installation and re-location of the unit’s hardware and equipment servicing.
- Perform such other related duties as may be assigned.
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 or completed high school degree from an accredited academic institution, with five years of relevant professional experience.
- Microsoft Certification in Windows Server 2019 or above and/or Active Directory is also preferable
- Azure, Microsoft 365, and AWS Associate Certifications are important advantages
- Other industry certifications such as Cisco CCNA, Avaya, CompTIA Network+, CompTIA Security+, or ITIL.
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.
- Four years of relevant experience administrating Windows computers, Office365 tools (e.g., Microsoft Outlook), and LAN/WAN networking environment.
- Proven experience supporting Office 365 and cloud-based solutions in Azure, and/or Microsoft 365.
- Basic experience and/or knowledge in responding to cyber security incidents, vulnerability management, patch management, and security compliance daily tasks (e.g., NIST 800-53 cybersecurity standard and compliance framework).
- Experience in working in an international organization.
SKILLS
- ICT troubleshooting and analytical skills.
- Ability to present ideas in a user-friendly language to non-technical staff.
- Strong communication, organizational and interpersonal relationship skills;
- Hard working, good team player, dedicated, ability to monitor and follow up on pending matters;
- Ability to meet deadlines and work under pressure with minimum supervision.
LANGUAGES
For this position, fluency in English and Thai is required (oral and written).
DESIRABLE
Knowledge of another Thailand Local Language
COMPETENCIES
The incumbent is expected to demonstrate the following values and competencies:
VALUES – All IOM staff members must abide by and demonstrate these five 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: Establishes strong relationships with colleagues and partners; relates well to people at all levels.
Delivering results: Meets goals and timelines for delivery of products or services.
Managing and sharing knowledge: Shares knowledge and learning willingly, and proactively seeks to learn from
the experiences of others.
Accountability: Takes ownership of all responsibilities within own role and honours commitments to others and to the Organization.
Communication: Adapts communication to the recipient’s needs, asks questions to clarify, and exhibits interest in having two-way communication.
How to apply:
Interested candidates are invited to submit their applications via IOM e-Recruitment system within the above said deadline referring to this advertisement. Please attach the following documents in your application.
- a cover letter, indicating the dates of availability;
- a curriculum vitae;
- a duly completed IOM Personal History Form which can be downloaded from https://thailand.iom.int/sites/g/files/tmzbdl1371/files/Vacancies/Form/iom-personal-history-form-270122.xls.
- Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
- 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.
- 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.
- 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.
- 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.
