IOM works to help ensure the orderly and humane management of migration, to promote international cooperation on migration issues, to assist in the search for practical solutions to migration problems and to provide humanitarian assistance to migrants in need, including refugees and internally displaced people. As part of its activities in Kosovo, IOM assists in providing humanitarian assistance and protection-sensitive responses to migrants.
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 overall supervision of Chief of Mission and the direct supervision of the Resource Management Officer and in close coordination with the Regional ICT Officer and relevant central ICT units.:

1. Provide end user support and ensure that all ICT support incidents and requests are addressed within the agreed service level agreements (SLA):
   a. Take ownership of users’ requests/issues, open, update, and close them in the helpdesk ticketing system.
   b. Provide Tier 1 level technical support such as immediate diagnosis and workarounds for reported incidents.
   c. Log all actions and steps taken to respond to an incident or to complete a request.
   d. Assist in determining root causes and propose resolution for problems raised for reported incidents.
   e. 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. Assist in 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. Assist in 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.

• 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.