IT Technical Support Tier-2

Position Title

IT Technical Support Tier-2

Classification, Position Grade

General Staff, Grade G5

Duty Station **

Jordan, Amman

Type of Appointment

One Year Fixed Term (OYFT)

Estimated Start Date

As Soon As Possible

Closure Date

04^th May 2021

Vacancy No.

JOR/010/2021

Organizational Unit

Information Management and Technology Unit

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.

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.

Organizational Context and Scope

Under the direct supervision of the System and Network Coordinator and overall supervision of the Information Management and Technology Officer in Amman, Jordan and in close coordination with the Global ITC Service Center in Manila, the incumbent will be responsible for implementing the activities of the IT Unit in Amman and its remote offices. In particular:

Core Functions / Responsibilities:

Server and Desktop Administration and Configuration

• Perform software distribution updates, server patches, scripting, testing and support
• Perform 1st and 2nd level desktop troubleshooting and end-user support in conjunction with the Information Technology Assistants
• Assists in maintaining the availability of Internet, VPN connectivity and O365 applications (including email) to all users around the region
• Implement the offline backup strategy for the unit’s servers
• Assists in maintaining the mission antivirus up to date

Service Installation and Support

• Creates and maintains all user accounts and access rights
• Receive and log problem calls or service requests with minimum delay
• Attempt to resolve as many problems calls or service requests on initial contact
• Perform tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.
• Diagnose and resolve any hardware, software, or connectivity problem with minimum delay
• Log all actions including site survey information, steps taken to resolve problem or to complete task, problems encountered, current status, etc. using ticketing system
• Act as problem escalation point for IT Technical Support – Tier 1 staff
• Escalate problems/tasks to the appropriate parties in accordance with established IOM procedures
• Detect problem patterns and recommend solutions
• Provide remote technical support to IOM Amman remote sites including onsite visits when necessary
• Prepare, document, maintain, and update files (electronic and paper) and internal IT inventory, databases, & other site support documentation as necessary

Education:

· University degree in computer science or a combination of relevant education and professional experience.

· High school diploma and 5 years of experience in lieu of University degree.

· Supplemental courses/technical certificate in information technology or other related field; Supplemental training to keep abreast of changes in information technology; and

Experience:

• Experience working with specialized international agencies (UN Agencies, International Organisations, and International NGOs) and in complex operations, including conflict and post-conflict situations preferred.

· 5 years of experience in a networking environment (LAN/WAN) and first level network/desktop support. Knowledge of Windows Administration in a multi-site environment, O365, TCP/IP, Telecoms/Network protocols, Cisco devices, VPN, VoIP, MS Office, Antivirus Software and IT utilities.

· Troubleshooting and resolving first-level and second-level PC hardware and software problems; End-user training and instruction; All versions of the Windows operating system; All MS Office applications; Setup and administration of application and/or Microsoft Windows system servers.

· Excellent communication skills, strong interpersonal and organizational skills. Commitment, reliability, efficiency, flexibility, self-motivation, respect for diversity and creative thinking. Capacity to coach individuals, to work effectively and harmoniously with colleagues within a team from varied cultures and professional backgrounds

Languages:

Fluency in English and Arabic is required.

Required Competencies

Values

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

· Integrity and transparency: maintain 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.

Other

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment and verification of residency, visa and authorizations by the concerned Government, where applicable. In addition, a clearance from the local government (“Court Clearance”) needs to be provided by the applicant.