ICT Assistant (Tier 2) – On-Premises/ Hybrid Infrastructure Focal Point
JOB DETAIL
1. As the On-Premises/ Hybrid Infrastructure Focal Point, assist the ICT central team in coordinating activities related to on-premises and hybrid infrastructure; coordinate administration and maintenance of local, mobile, and virtual IT resources used by the Country Office.
2. Provide end-user support and ensure that all ICT issue tickets and queries are logged and appropriately answered via email, phone, and/or in person by taking issue ticket ownership – open, update, and close assigned tickets while meeting or exceeding Service Level Agreements (SLA):
a. Take ownership of user problems and be proactive when dealing with them.
b. Provide Tier 1 and Tier 2 technical support for reported incidents, such as immediate diagnosis and workarounds.
c. Log all actions and steps taken to respond to an incident or to complete a request.
d. Assist in the identification of root causes and the formulation of solutions to problems raised by reported incidents.
e. When necessary, escalate to Global User Support (GUS) and supervisor, according to identified priority levels.
3. Administer and monitor local services, servers, systems, and networks and provide routine control of servers and data.
4. Maintain and monitor the efficient access and uptime of local, corporate, or cloud services.
5. Provide support, and/or assume a lead role when required, for planned technology upgrades. Implement and administer system, application, and infrastructure components, including support to ensure readiness for events and supporting the event’s technical activities.
6. Maintain, monitor, and support the effective utilization of communication equipment (including but not limited to: Private Automatic Branch Exchange (PABX), videoconferencing equipment, and mobile devices).
7. Provide end-user training both as a technical support person in general and as a trainer for corporate applications and business process. Provide guidance and training to Tier 1 colleagues as needed.
8. Produce and maintain relevant documentation and reference materials, including (but not limited to): ICT asset and software inventory, infrastructure diagrams, security documentation, and identity and access management records. Recommend equipment and software replacements in a timely manner, following the ICT asset lifecycle standards.
9. Assist in analyzing and correcting performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/or usability.
10. Administer and monitor server and workstation supporting systems such as patch management, antivirus, and backup, recommending and taking appropriate actions when needed.
11. Assist in the creation of mission and project budgets and in the procurement of IT, communications, electrical, and security services and equipment.
12. Participate in ensuring quality and continuous improvement measures by following ICT Standards, Guidelines, and Policies.
13. Perform such other related duties as may be assigned.
- Bachelor’s degree in in Computer Science, Information Technology or a related field from an accredited academic institution, with minimum three years of relevant professional experience; or
- High school degree/certificate with minimum five years of relevant professional experience.
- Associate Level Certification in Microsoft 365 or equivalent is required.
- Foundational/Fundamental Level Certification in Azure/AWS or equivalent is required.
- The following is an advantage: Associate Level Certification in Azure or AWS; Microsoft Certification (MCP or above) in Windows Server 2019+ and/or Active Director; Cisco Certified Network Associate (CCNA); and, other industry certifications such as CompTIA, VCP or ITIL.
- Extensive experience in direct user technical support and computer, network and communication equipment troubleshooting are a distinct advantage.
- Excellent troubleshooting skills in determining and providing solutions, and able to manage workload priorities for assigned tasks;
- Correctly applies knowledge of specialized IT disciplines.
- Fluency in English and Greek (written and oral) is required.
- 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.
- 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.
- 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.
