IT Technical Support Tier -1

Job Description

- IT Technical Support Tier -1Company: Industry: Non-Profit and Social Services Job Location: Amman, Jordan Career Level: Intermediate (Experienced non manager) Date Posted: 01-04-2022 Ref. Number: 150603 Citizenships Jordan Years of Experience 2 - 16IT Technical Support Tier -1 and RequirementsShort Vacancy NoticeOpen to Internal & External CandidatesPosition TitleIT Technical Support Tier 1Classification, Position GradeGeneral Staff, Grade G4Duty StationJordan, AmmanType of AppointmentSST, Short Term contract, 9 months with possibility of extensionDate of Issue31 March 2022Closure Date13 April 2022Vacancy No.JOR/040/2022Organizational UnitResource Management Unit (RMU), Network, Systems & Helpdesk Unit --------------------------------------------------------------------------------------------------------------------------- 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 migrant IOM is committed to a diverse and inclusive environment. Internal and external candidates are eligible to apply to this vacancy. For the purpose of the vacancy, internal candidates are considered as first-tier candidates.Context and ScopeUnder the direct supervision of the System and Network Coordinator in Amman, Jordan and in close coordination with the Global ITC Service Center in Manila, the incumbent will be responsible for implementing the activities of the IT Unit in Amman and its remote offices. In particular:Core Functions / Responsibilities:* 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 Global User Support (GUS), supervisor 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 units 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.* Provide first line support to IOMs 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.Education and Experience* University degree in computer science or a combination of relevant education with professional experience for minimum 2 years or completed High school or diploma in Computer Science relevant education with a professional experience 4 years.* Certification in any of the following (ITIL V4, MS AZ-900, MS AZ-104) is an advantage.* Experience working with specialized international agencies (UN Agencies, International Organisations, and International NGOs) advantageous.Languages: Fluency in English and Arabic oral & written is requiredRequired CompetenciesThe incumbent is expected to demonstrate the following values and competencies: Values: * Inclusion and respect for diversity respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.* 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. 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 Organizations 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.Others:* The appointment is subject to funding confirmation.* Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances.* Internals of the Organization and NMS candidates, as well as external female candidates, will be considered as first-tier candidates. This vacancy is also open to second-tier candidates.How to apply:* Interested external candidates are invited to submit their applications plus a cover letter via Akhtaboot website, by 13 April 2022 at the latest, referring to this advertisement and Akhtaboot SResource Management Unit (RMU), Network, Systems & Helpdesk UnitVN #150603* Interested Internal candidates need to submit their application plus a cover letter to vacancyamman@iom.int by 13 April 2022,their updated IOM Personal History (PH) Form or E-recruit Internal Candidate profile generated from PRISM Portalindicating the Short vacancy number and position titleas mentioned in the short vacancy notice he/she applied for in the email Subject line. Any application without this information in the subject line will be excluded from the applications. Only shortlisted candidates will be contacted. You can track the progress of your application on your personal application page in the Akhtaboot website: .Posting period:From 31 March 2022 13 April 2022

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