ICT Assistant At International Organization for Migration

Position Title : ICT Assistant

Duty Station : IOM Philippines Country Office (Manila)

Classification : General Service Staff, Grade G-5

Type of Appointment : Fixed term, one year with possibility of extension

Estimated Start Date : As soon as possible

Closing Date : 03 July 2023

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 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:

Under the overall supervision of the Chief of Mission and the direct supervision of the Senior Resource Management Officer (SRMO), the incumbent will provide technical support and services to users of IOM’s corporate applications and the IT infrastructure of the IOM Philippines Country Office, as well as sub-offices and satellite offices in the Philippines.

Core Functions / Responsibilities:

• Respond to ICT issues raised by users from the IOM Philippines Country Office, sub-offices and satellite offices:
• Take ownership of user problems and be proactive when dealing with user issues.
• Provide immediate diagnosis and workarounds for reported incidents.
• Assist in determining root causes and resolution for problems raised by reported incidents.
• Escalate to ICT and/or specialists in areas of network, systems and applications, according to identified priority levels when necessary.
• Perform agreed tasks and collaborate with relevant units, when assigned, for joint development and delivery of systems, network and new and existing applications.
• Provide support, and/or assume lead role when required, for planned technology upgrades. Perform implementation and administration of system, application and infrastructure components. Provide end-user training both as a technical support person in general and as a trainer for appropriate business process courses when necessary.
• Produce and maintain comprehensive documentation and reference materials for planned and delivered global user support when assigned.
• Assist in analyzing performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/or usability.
• Support in elaboration and testing of scenarios for implementation.
• Establish technical relationship and collaboration with other pertinent department/units – and with other IT personnel, partners, suppliers and providers – to identify opportunities for optimizing business and system effectiveness.
• Provide support to sub-offices and satellite offices in Philippines, and onsite support to the Manila Health Center (MHC) as required. Most support is to be provided remotely with travel to field offices to resolve network issues which cannot be resolved remotely. Provide onsite support to MHC when the MHC ICT Assistant is absent.
• Ensure all offices pertaining to the Philippines Country Office have adequate data backup systems in place.
• Survey IT hardware reported as not working to determine whether the particular asset should be repaired or scrapped.
• Ensure IT assets procured by the Country Office comply with IOM’s ICT standards.
• Set up software and apps on newly acquired laptops.
• Coordinate with ICT Global Support for the activation of email accounts for newly hired staff.
• Coordinate with ICT Global Support for setting up user account and granting access to IOM apps/system/tools (SAP, Mandatory Trainings, printer, etc.).
• Coordinate with MAC CSU for the ID issuance and door access control.
• Monitor GAL updates such as transfers, position title changes and separations.
• Maintain email distribution lists and its user access.

Perform any other duties as assigned by supervisor.

Required Qualifications and Experience

Education

• University degree in Computer Science or Information Technology or a related field from an accredited academic institution, with three years of relevant professional experience in Helpdesk/Service Desk roles; or
• Completed High School degree from an accredited academic institution, with five years of relevant professional experience;
• Specialized formal training on IT systems, business software (Microsoft Office), web-based applications, Oracle, SAP HR and Financials;
• Valid and relevant Microsoft, Cisco, and/or ITIL Certifications an advantage.

Experience

• Demonstrated experience in user and technical support with one year of which in shift/team lead role in the area of:
• Project management practice;
• Information management;
• Infrastructure and networks;
• Disaster recovery; and
• Global user support.

Skills

• Good computer skills, especially in Microsoft Excel, is essential.

Languages

For all applicants, fluency in English and Filipino is required (oral and written).

Notes

Accredited Universities are the ones listed in the UNESCO World Higher Education Database (https://whed.net/home.php).

Required Competencies

The successful candidate is expected to demonstrate the following values and competencies:

Values – all IOM staff members must abide by and demonstrate these three 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 Organization’s 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.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

IOM’s competency framework can be found at this link.

Competencies will be assessed during a competency-based interview.

Other

• Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
• Appointment will be subject to certification that the candidate is medically fit for appointment and verification of residency, visa, and authorizations by the concerned Government, where applicable.
• Only candidates residing in either the country of the duty station or from a location in a neighbouring country that is within commuting distance of the duty station will be considered. In all cases, a prerequisite for taking up the position is legal residency in the country of the duty station, or in the neighbouring country located within commuting distance, and work permit, as applicable.
• The position involves onsite and/or offsite work (or a combination of both). The working modality will be further discussed during the interviews if candidate is available to work on-site and/or offsite.