ICT Assistant (Technical Support Tier 1)

Core Functions / Responsibilities:

1. Provide support with the installation and maintenance of servers, computers, and peripherals in IOM NYC and the North Americas region. Ensure that the latest approved updates are deployed; including the monitoring of server updates and antivirus systems

2. Assist with the monitoring of the WAN and local network equipment (e.g. Firewall, switches, Wi-Fi access points)

3. Assist with the administration of servers including VMWare, Windows Server, Active Directory and IOM cloud resources in O365.

4. Serve as first level for helpdesk technical support requests, interacting with local and remote users to provide assistance and troubleshooting. Provide on-site technical support visits to IOM offices, if necessary

5. Assist with system upgrades and IT infrastructure changes securing compliance to ITC Standards and in close coordination with ITC Manila and ICT Panama

6. Provide the necessary support and maintenance of corporate information systems

7. Provide general training on IOM systems, devices and network usage to end-users to ensure productive use of existing and new systems

8. Help to maintain an IT inventory of active and retired equipment, including regular updates to the technical documentation of IT network

9. Assist in procuring and contracting of IT equipment, software and services under the supervision of the USRAP Data Integrity and Reports Officer.

10. Attend daily monitoring and adequate completion of servers’ backup

11. Perform other related functions as required.

Required Qualifications and Experience:

Education

• University Degree in Computer Science, Telecommunication, Electronic Engineering or equivalent experience

• Microsoft Certification (MCITP or above) in Windows Server and/or Active Directory. Other industry certifications such as CCNA, VCP or ITIL are a distinct advantage

  Experience

• A minimum of four years of relevant experience in Windows Server system administration and LAN/WAN networking environment

• Extensive experience in direct user technical support and computer, network and communication equipment troubleshooting.

  Skills

• Excellent communication, interpersonal and writing skills

• Excellent computer skills and proficiency in spreadsheet and database applications.

• Maintain and ensure the confidentiality and integrity of all personnel-related information by implementing control procedures in line with IOM standards of conduct and data protection rules.

• Proficiency in Excel, MS Outlook, MS Word, Internet Explorer, Web based Applications.

• Knowledge of SAP is desirable.

• Relevant experience in IOM policies and procedures would be an advantage

  Languages

  Fluency in English.

  Required Competencies

  Values

• Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.

• 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.

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.