ICT Assistant

Update

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. Under the overall supervision of the Head of Sub-office and the direct supervision of the Information Management Officer (IMT Officer), the incumbent will be assisting in providing the needed support for implementing the activities of the IT Unit in Tunisia and its sub‐office Sfax.

1. Provide end‐user support and ensure that all ICT support requests and quires are logged in the help desk ticketing system and answered appropriately within the agreed service level of agreement(SLA), by taking ownership of these requests, opening, updating, and closing them in the help desk ticketing system.
a. Take ownership of users’ requests/issues and be proactive when dealing with these issues
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 resolutions for problems raised by report ed-incidents.
e.Escalate to the Regional Office or Global User Support (GUS) 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 update global user support of the planned changes in advance
3. Provide support, troubleshooting, and necessary maintenance of network and system devices including servers (physical and virtual), switches, routers, and other relevant devices.
4. Install and relocate the organizational unit’s hardware, coordinate equipment servicing, and manage user accounts. Maintain an update‐to‐ date inventory of ICT software licenses and of ICT equipment in coordination with the Asset unit, and advice the owners/management about assets that require-re placement and the licenses that require renewal in a timely manner
5. Assist in managing the regular updates of patches and firmware of operating systems and other software and the distribution of the updates to all the workstations, as well as other devices. Regularly update to the latest firmware/patches to ensure protection from threats and vulnerabilities
6. Configure or assist in the configuration of servers (physical and virtual) and active LAN components including wireless devices and other 3 security appliances.
7. Support the proper maintenance and upgrade of operating systems, as well as end‐user applications and software, including MS O365.
8. Provide first‐line support to IOM’s corporate applications and other in‐ house developed software
9. Support the proper implementation of ICT policies, guidelines, and standards in IOM Tunis.