Supervision

Under the direct supervision of the Information technology Senior Assistant, and overall supervision of the Head of Resources Management, and in close coordination with the Regional ICT Officer and relevant central ICT units.

RESPONSIBILITIES

1. Provide first‑line ICT support to end users and assist in ensuring that ICT incidents and service requests are addressed in line with established service levels.
   • Receive, update and close user requests and incidents in the helpdesk ticketing system.
   • Provide Tier 1 technical support, including basic troubleshooting and immediate solutions where possible.
   • Record actions taken and information related to incidents and service requests.
   • Assist in identifying recurring issues and support resolution efforts.
   • Escalate unresolved or complex issues to the supervisor or Regional Office in accordance with established procedures.
2. Assist in the preparation and maintenance of ICT documentation, user guides and reference materials.
3. Provide basic support for IOM corporate applications and other internally developed systems.
4. Assist in the installation, basic configuration, troubleshooting and maintenance of ICT equipment, including networks, conferencing systems, telephony, physical security and related devices.
5. Support the installation, relocation and servicing of ICT hardware and assist in managing user accounts under supervision.
6. Assist in responding to information security incidents, report risks and issues, and escalate security‑related matters to relevant ICT teams when required.
7. Assist in updating operating systems, software patches and device firmware to help maintain system security and protection against vulnerabilities.
8. Support the implementation of IOM ICT standards, policies and guidelines related to ICT services, systems, equipment usage, procurement and information security.
9. Perform other related duties as assigned by the supervisor.

QUALIFICATIONS

Completed secondary education (high school diploma) with relevant training in information technology, computer science, systems or a related field, or University degree in computer science, systems engineering or a related discipline.

Certification in any of the following (CCNA, ITIL V4, MS AZ-900, MS AZ-104) is an advantage.