Introduction

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, 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 ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM's workplace culture at IOM workplace culture | International Organization for Migration

Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal and internal-equivalent candidates are considered as first-tier candidates.

Organizational Context and Scope

Under the overall supervision of the Chief of Mission and the Resource Management Officer in Cameroon; Under the direct supervision of the Senior ICT Assistant, and in close coordination with the ICT Central Team and the regional office, the incumbent will provide first and second level technical support and services to users of IOM’s corporate applications and infrastructure, promoting a client and service-oriented approach.

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)

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

   2. Provide Tier 1 and Tier 2 level technical support such as immediate diagnosis and workarounds for reported incidents.

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

   4. Assist in determining root causes and propose resolution for problems raised by reported incidents.

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

2. Administer and monitor local services, servers, systems, and networks and provide 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 lead 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 process.  Provide guidance and training to Tier 1 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 network, 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.

Required Qualifications and Experience

Education

• Bachelor’s degree in in Computer Science, Information Technology, or any related field with 3 years of relevant professional experience; or

• High School Degree/Certificate in the above fields with five years of relevant professional experience.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Experience in Helpdesk / Service Desk roles.

• Completed high school degree from an accredited academic institution, with five years of relevant professional experience.

• 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.

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

• Correctly applies knowledge of specialized IT disciplines.

Languages

All IOM staff members in all categories are required to be fluent in one of the IOM's official languages (English, French, Spanish).

For the position advertised, fluency in English and French is required (oral and written). Working knowledge of local languages is an advantage.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• 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.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

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 actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – behavioural indicators Level 2, if with direct reports

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings. 

Notes

Please refer to this link for guidance on IOM Job Category.

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

This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.

IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.

IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.

No late applications will be accepted. Only shortlisted candidates will be contacted.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies