Job Description

Introduction

Established 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 Scope

Under the direct supervision of the Resource Management Officer the incumbent, and in close coordination with the ICT Central Team, the incumbent will provide first-level technical support and services to users of IOM’s corporate applications and infrastructure, promoting a client and service-oriented approach.

1. Serve as the first level and frontline for helpdesk technical support requests, interacting with local and remote users to provide assistance and troubleshooting, including support with computers, applications, telephones, printers, scanners, PBX telephone systems, mobile phones, etc.
2. Provide technical support to corporate applications and ICT standard software (e.g., Office365 applications, SAP, Oracle, Migrant Applications, Internet Browsing Security, Mobile Applications, Bitlocker for disk encryption, etc.);
3. Provide technical support with the installation and maintenance of computers, peripherals, and the backup system; Administer and monitor systems and workstations supporting ICT-related tasks such as patch management, antimalware, and backup;
4. Keep secure all IT components and timely patched, including applications, computers, network devices, CCTV systems, access controls, mobile phones, telephone systems, etc.
5. Assist with the monitoring of workstations, LAN, and WAN equipment (e.g., Cisco Meraki, Cisco ASA Firewall, switches, Wi-Fi access points, Microsoft Intune, PBX telephone systems, and antimalware systems);
6. Assist with the administration of network devices, services including but not limited to AWS, Azure and Microsoft 365 Cloud-based services, Active Directory, corporate antivirus systems, and corporate backup;
7. Contribute with system upgrades and IT infrastructure changes ensuring compliance with ICT Standards and other relevant ICT instructions;
8. Provide induction, guidance, and training on IOM systems, devices, and network usage to end-users to facilitate the productive use of existing and new systems;
9. Help to maintain an IT inventory of active and retired equipment, including regular updates to the technical documentation of the IT network;
10. Support local and remote users with the setup and troubleshooting of teleconference meetings and calls;

11. Perform other related functions as required.

Required Qualifications and Experience

Education

• High school degree, and four years of relevant experience administrating Cloud-based services (Azure, AWS and/or Microsoft 365), and LAN/WAN networking environments, including Cisco Meraki.

• University degree in computer science, telecommunications, and systems engineering, and two years of relevant experience as mentioned above.

Any of the above qualifications plus the following will be an advantage.

• AWS or Azure, and/or Microsoft 365 Cloud Certification (Associate) are important advantages.
• Microsoft Certification (MCP or above) in Windows Server 2019 or above and Active Directory is also preferable.
• Other industry certifications such as Cisco CCNA, Avaya, CompTIA Network+, CompTIA Security+, or ITIL.
• Cybersecurity-related certifications and training are an advantage.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Four years of relevant experience administrating Windows computers, Office365 tools (e.g., Microsoft Outlook), and LAN/WAN Meraki networking environment.

• Extensive experience in direct user technical support and computer, network, and communication equipment troubleshooting.
• Proven experience supporting Office 365 and cloud-based solutions in AWS or Azure.
• Basic experience and/or knowledge in responding to cyber security incidents, vulnerability management, patch management, and security compliance daily tasks (e.g., NIST 800-53 cybersecurity standard and compliance framework).

Skills

Position specific skills, for example:

• Identify, diagnose, and troubleshoot end-user computer’s problems including Windows Operating Systems, Cisco VPN Connectivity, Microsoft Office, etc. Including remote troubleshooting tools

• Manage users in Active Directory and Office 365

• Capacity to configure networking equipment including switches, firewalls, and antennas (e.g. Cisco Meraki and ASA).

• Knowledge of administering corporate antivirus and corporate backup systems

• Experience with ITIL-based service desk ticketing systems

• Creation of users, extensions, and overall administration of telephone switchboard systems (e.g. Avaya, Siemens)

• Managing videoconferencing systems (e.g. Microsoft Teams, Webex, Polycom)

• Experience troubleshooting macOS and macOS-based applications

• SAP and Oracle troubleshooting experience will be considered an advantage.

Languages

All 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, T fluency in English and Spanish is required (oral and written).

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’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.

Managerial Competencies – behavioural indicators Level 2, if with direct reports

• Leadership Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility Leads with humility and shows openness to acknowledging own shortcomings.

Para aplicar a la vacante la persona candidata debe enviar su aplicación por medio de esta plataforma.

La aplicación debe incluir:

• CV.
• Una carta de interés (máx.1 página).
• Títulos.

Notas:

1. Este puesto tendrá una duración inicial de 6 meses, con posibilidad de prórroga. El puesto está sujeto a confirmación de fondos.
2. Salario Bruto: Special Short Term G4 - CRC 889.153 mensuales
3. Solo se contactará con los candidatos preseleccionados.
4. Cualquier oferta que se haga al candidato en relación con esta convocatoria de vacante está sujeta a la confirmación de la financiación.
5. Este puesto está sujeto a contratación local. Solo podrán ser considerados aquellos que posean un permiso de residencia y de trabajo válido para el país en el que se encuentra el puesto.
6. El nombramiento estará sujeto a la certificación de que el candidato es médicamente apto para el puesto, a la verificación de la residencia, al visado y a las autorizaciones del Gobierno correspondiente, cuando proceda.
7. La OIM aplica una política de tolerancia cero ante conductas incompatibles con los fines y objetivos de las Naciones Unidas y de la OIM, incluyendo la explotación y el abuso sexuales, el acoso sexual, el abuso de autoridad y la discriminación por motivos de género, nacionalidad, edad, raza, orientación sexual, origen religioso o étnico o discapacidad.
8. La OIM no cobra ninguna tasa en ninguna fase de su proceso de selección (solicitud, entrevista, tramitación, formación u otras tasas). La OIM no solicita ninguna información relacionada con cuentas bancarias.
9. La OIM solo acepta solicitudes debidamente cumplimentadas presentadas a través del sistema de selección en línea de la OIM. La herramienta en línea también permite a los candidatos realizar un seguimiento del estado de su solicitud.

La Organización Internacional para las Migraciones (OIM) no discrimina por motivos de discapacidad, edad, identidad y expresión de género, orientación sexual, nacionalidad, identidad racial, creencias religiosas, entre otras. La OIM está comprometida con un entorno diverso e inclusivo y por ello su personal proviene de una amplia gama de entornos socioeconómicos y perspectivas del mundo. Se alienta especialmente las candidaturas de mujeres, personas afrodescendientes y personas LGBTIQA+ que se encuentren cualificadas y cumplan los requisitos de cada vacante

The International Organization for Migration (IOM) does not discriminate on the basis of disability, age, gender identity and expression, sexual orientation, nationality, racial identity, religious beliefs, among others. IOM is committed to a diverse and inclusive environment and therefore its staff come from a wide range of socio-economic backgrounds and world perspectives. Candidates from women, people of African descent and LGBTIQA+ people who are qualified and meet the requirements of each vacancy are especially encouraged.