Mô tả công việc
RESPONSIBILITIES AND ACCOUNTABILITIES:
1. Provide end user support and ensure that all ICT support incidents and requests are addressed within the agreed service level agreements (SLA): a. Take ownership of users' requests/issues, open, update, and close them in the helpdesk ticketing system.
b. Provide Tier 1 level technical support such as immediate diagnosis and workarounds for reported incidents.
c. Log all actions and steps taken to respond to an incident or to complete a request.
d. Assist in determining root causes and propose resolution for problems raised for reported incidents.
e. Escalate to Tier 2 at the Regional Office or supervisor when necessary and according to the identified priority level of the issue.
2. Assist in creating and maintaining comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and coordinate with the regional Office any planned changes in advance.
3. Provide first-line support for IOM's corporate applications and other in-house developed software.
4. Provide support, troubleshooting and maintenance and configuration of network, conference, telephony, physical security and system devices
5. Install and relocate the organizational unit's hardware, coordinate equipment servicing and manage user accounts.
6. Responding promptly to information security incidents, mitigate and maintain IT Risks Register and escalate complex issues to the relevant specialist teams/units for resolution.
7. In coordination with the Regional Office and Central ICT information Security Unit assist in the roll out of cyber security efforts.
8. Updating regular operating systems and software patches/firmware for workstations and devices to maintain security and protection against threats and vulnerabilities.
9. Assist in the implementation and evaluation of digital solutions and liaise with the information management team to support and maintain mission data systems and analytics.
10. Support in maintaining inventory of ICT software' licenses and of ICT equipment in coordination with asset unit and advise the owners/management about assets that require replacement and the licenses that require renewal in a timely manner.
11. Assist in the implementation of IOM ICT Standards and IOM ICT Policies and Guidelines regarding networks, systems, telecoms, ICT services, equipment usage, procurement of ICT equipment and information security
12. Perform other related duties as required by supervisor.
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REQUIRED QUALIFICATIONS AND EXPERIENCE
EDUCATION
• University degree / in computer science, system engineering or a combination of relevant education. Or a high school diploma with the below certifications.
• Certification in any of the following (ITIL V4, MS AZ-900, MS AZ-104) is an advantage.
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
• Demonstrated ability to troubleshoot and resolve hardware and software problems
• Knowledge of O365 applications.
• Intermediate knowledge of Windows Administration in a multi-site environment.
• Basic knowledge of MS Azure environment and cloud computing Knowledge of TCP/IP and Telecoms/Network protocols, Cisco devices, VPN, Active directory, Backup and Replication, Ticketing systems, Antivirus Software, and ICT utilities.
Languages
Fluency in English and Vietnamese is required.
Working knowledge of other UN official languages is an advantage.
REQUIRED COMPETENCIES
The incumbent is expected to demonstrate the following technical and behavioural 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.
- 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 - 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.
Other
Appointment will be subject to certification that the candidate is medically fit for appointment.
Quyền lợi
Chăm sóc sức khoẻ
Global insurance
Nghỉ phép có lương
- 30 days annual leave
- Up to 18 calendar weeks Parental leave
Đào tạo
Learning and Wellbeing
Thông tin khác
NGÀY ĐĂNG
12/12/2025
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Công Nghệ Thông Tin/Viễn Thông > System/Cloud/DevOps Engineer
KỸ NĂNG
ICT Management, Cloud AWS, Azure, Network Technology, Cisco
LĨNH VỰC
Chính phủ & NGO
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Tiếng Anh
SỐ NĂM KINH NGHIỆM TỐI THIỂU
3
QUỐC TỊCH
Người Việt Nam
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Thông tin chung
- Thu nhập: $ 1,000-1,100 /tháng
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