The International Organization for Migration (IOM) is the UN Migration Agency with 174 Member States. IOM works closely with governmental, intergovernmental, and non-governmental partners in the field of migration. 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.

Under the direct daily administrative supervision of the Head of Sub Office in Jigjiga and direct operational supervision of the Information Technology Officer in Addis Ababa, and in close collaboration/coordination with the ICT Central Team in Headquarters (HQ) and Regional Office (RO), the successful candidate will provide technical support and services to users of IOM’s corporate applications and infrastructure, promoting a client and efficient service-oriented approach.

Responsibilities and Accountabilities:

1. Provide end-user support and ensure that all ICT Issue tickets and queries are logged and answered appropriately via email, telephone call, and/or in person by taking Issue ticket ownership – open, update, and close assigned tickets, meeting or exceeding Service Level Agreements (SLA)

• Take ownership of user problems and be proactive when dealing with user issues.

• Provide technical support such as immediate diagnosis and workarounds for reported incidents.

• Log all actions and steps taken to respond to an incident or to complete a request.

• Assist in determining root causes and propose resolutions for problems raised by reported incidents.

• Escalate to Global User Support (GUS) and supervisor when necessary and accordingly to identified priority levels.

2.      Administering and monitoring local services, servers, systems, and networks and providing routine control of servers and data.

3.      Maintain and monitor the efficient access and uptime to Local, Corporate, or Cloud Services.

4.      Provide support, and/or assume a leadership role when required, for planned technology upgrades. Perform implementation and administration of system, application, and infrastructure components.  Including support to ensure readiness for events and supporting the event’s technical activities.

5.      Maintain, monitor, and support the effective utilization of communication equipment (including but not limited to: PABX, videoconferencing equipment, and mobile devices)

6.      Provide end-user training both as a technical support person in general and as a trainer for corporate applications and business processes.  Provide guidance and training to colleagues as needed.

7.      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.

8.      Assist in analyzing and correcting performance problems of networks, systems, and applications and recommend solutions to enhance functionality, reliability, and/or usability.

9.      Administer and monitor server and workstation supporting systems such as patch management, antivirus, and backup, recommend and take appropriate actions when needed.

10.   Participate in ensuring quality and continuous improvement measures following ICT Standards, Guidelines, and Policies.

11.   Perform such other related duties as may be assigned.

Job Requirements

Educational Qualification: 

• Completed bachelor’s University degree or higher in Computer Science, Information Technology or a related field from an accredited academic institution.

• Microsoft Certification (MCP or above) in Windows Server 2016 and/or Active Directory.

• Azure or AWS Associate Certification.

• Cisco Certified Network Associate (CCNA)

• Other industry certifications such as CompTIA, VCP or ITIL are a distinct advantage.

Experience:

• Desirable of five years or a minimum of three years extensive experience in direct user technical support and computer, network, and communication equipment troubleshooting are distinct advantages.

• Experience in Helpdesk / Service Desk roles

• Experience with configuring and troubleshooting Lenovo, Canon, Kyocera, and Cisco Network Devices.

• Working knowledge of Windows Server 2016/2019 software in a multi-site environment, TCP/IP Protocol, AD, DHCP, DNS, WINS, Cisco Router Configuration, Windows 8 & 10 administration MS Office 2013/2016, and MS Office 365.

• Correctly applies knowledge of specialized IT disciplines.

Languages:

• Fluency in English (oral and written) is required.

• Working knowledge of the local language is an advantage. Knowledge of other languages is desirable.  
  

Competencies:

The incumbent is expected to demonstrate the following values and competencies:

Values  

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

• Integrity and transparency maintain high ethical standards and act in a manner consistent with organizational principles/rules and standards of conduct.

• Professionalism: demonstrates the ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Core Competencies – behavioral 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.

How to Apply

For external applicants to be considered, applicants are required to apply via and Internal applicants via DL_ETH_IOMEthiopiaHR@iom.int indicating the vacancy number and position title as mentioned in the vacancy announcement he/she applied for in the email Subject line. Any application without this information in the subject line will be excluded from the applications and attach the following:

• Motivation/Application letter

• CV (written in English) with three professional referees and their contacts (both email and telephone)

• Copies of Academic Certificates from Accredited Universities

Only shortlisted candidates will be contacted.

We strongly encourage qualified female applicants to apply!

Posting Period:

From 06 April 2023 – 20 April 2023