Job DescriptionIntroductionEstablished in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants.
IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move.
IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn 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 ScopeResponsibilitiesUnder the direct supervision of the Senior ICT Associate, and overall supervision of the Head of Resources Management, and in close coordination with the Global ITC Service Center in Manila, the incumbent will be responsible for implementing the activities of the ICT unit in Amman, OPT offices. In particular :
- Provide end user support and ensure that all ICT support requests and quires are logged in the helpdesk ticketing system and answered appropriately within the agreed service level of agreement (SLA), by taking the ownership of these requests, open, update and close them in the heldpesk ticketing system.
- Take ownership of users’ requests/issues and be proactive when dealing with these issues.
- Provide Tier 1 level 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 resolution for problems raised by reported incidents.
- Escalate to Tier 2 or supervisor or Global User Support (GUS) when necessary and according to the identified priority level of the issue.
- 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.
- Provide support, troubleshooting and necessary maintenance of network and system devices including servers (physical and virtual), switches, routers, and other relevant devices.
- Install and relocate the organizational unit’s hardware, coordinate equipment servicing and mange user accounts. Maintain an update- to- date inventory of ICT software’ licenses and of ICT equipment in coordination with Asset unit, and advice the owners/management about assets that require replacement and the licenses that require renewal in a timely manner.
- Assist in managing the regular updates of patches and firmware of operating system and other software and the distribution of the updates to all the workstations, as well other devices. Regularly update to latest firmware/patches to ensure protection from threats and vulnerabilities.
- Configure or assist in the configuration of servers (physical and virtual) and active LAN components including wireless devices and other security appliances. Support the proper maintenance and upgrade of operating systems, as well as end user applications and software, including MS O365 (Including MS SharePoint)
- Provide first line support to IOM’s corporate applications and other in-house developed software.
- Support in ensuring the proper implementation of ICT polices, guidelines and standard in IOM Jordan and work towards adherence to ICT strategy, to reach better efficiency.
- Perform other related duties as required by his/her supervisor.
QualificationsRequired Qualifications and ExperienceEducation
- * University degree / (High school or diploma) in computer science or a combination of relevant education.
- Certification in any of the following (ITIL V4, MS AZ-900, MS AZ-104) is an advantage.
- Accredited Universities are those listed in the UNESCO World Higher Education Database.
Experience
- * Three years for university degree’s holder or five years for diploma (or High school) degree’s holder professional experience in networking environment (LAN/WAN) and Tier-1 level network/desktop support.
- Experience working with specialized international agencies (UN Agencies, International Organizations, and International NGOs) advantageous.
Skills
- * Three years for university degree’s holder or five years for diploma (or High school) degree’s holder professional experience in networking environment (LAN/WAN) and Tier-1 level network/desktop support.
- Experience working with specialized international agencies (UN Agencies, International Organizations, and International NGOs) advantageous.
LanguagesAll IOM staff members in all categories are required to be fluent in one of the IOM's official languages (English, French, Spanish).
For this position, proficiency in English and Arabic is required.
Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.
Required CompetenciesIOM’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.
NotesPlease 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
