OPEN TO INTERNAL AND EXTERNAL CANDIDATE

Reference No. : SVN/MZ10/2022/024

Position Title : ICT Assistant

Duty Station : Maputo, Mozambique
Organizational Unit : ICT Unit

Classification : General Service, Grade: G-5

Type of Appointment : Special Short-Term Graded Contract, 6 (six)
months with the possibility of extension.
Report to : Resource Management Officer

Estimated Start Date : As soon as possible

Closing Date : 29 July 2022

IOM is committed to a diverse and inclusive environment. For the purpose of this vacancy,
the following internal candidates who meet the eligibility criteria are considered as first-tier
candidates:

- Internal candidates on regular or fixed-term contracts should meet the minimum time in
post requirement of eighteen months or more at the time of the closing of the SVN.
- The minimum time in post requirement is six months for such internal candidates who
are incumbents of a position being advertised or confirmed for discontinuation.
- Internal candidates on short-term contracts should meet the minimum time in post
requirement of six months or more at the time of the closing of the SVN.

In addition, all applicants should meet eligibility requirements for languages, education and
work experience requirements stipulated in the SVN.

Context:

The International Organization for Migration (IOM), the UN Migration Agency is a dynamic
and growing inter-governmental organization, with 172 member states. IOM is committed to
the principle that “humane and orderly migration benefits migrants and society”. Established
in 1951 and now active in over 440 field locations worldwide, IOM works with partners,
government and civil society to promote international cooperation to address operational
challenges of migration and mobility, assist in the search for practical solutions to migration
problems, and to provide humanitarian assistance to migrants in need, including refugees

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and internally displaced people. IOM addresses the migratory phenomenon from an integral
and holistic perspective, including links to development, in order to maximize its benefits and
minimize its negative effects.

Under the direct supervision of the Resource Management Officer, in close coordination with
Regional Information Management and Technology Officer and under the overall
supervision of Chief of Mission, the incumbent will be responsible for assisting in the
maintenance, support and implementation of the IT Infrastructure in IOM Mozambique.

Responsibilities and Accountabilities:

1. Provide onsite end-user support and ensure that all ICT issue tickets and queries are
logged and answered appropriately via email, telephone call and/or in person by taking
Issue ticket ownership – open, update, and close tickets assigned, meeting or exceeding
Service Level Agreements (SLA):

• Take ownership of user problems and be proactive when dealing with user issues.
• Provide Tier 2 + 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 Regional ICT Officer when necessary and accordingly to identified
priority levels.

2. Coordinate cases and required actions in monitoring systems, network, and

applications resulting from routine control of automated tracking system, servers,
and data on assigned shifts. Also ensure proper backup practices.

3. Ensure the implementation of ITC infrastructure compliant to IOM ITC Standards,

Policies and Guidelines, in particular with regards to network systems, telecoms,
and ITC procurement (hardware and software). Suggest best technical solutions
in order to achieve required standards.

4. Assist in the configuration, administration of computers and peripherals, Internet

connectivity (LAN/WAN/Wireless access points/VPN) and equipment, as well as
monitoring of IT Servers and services.

5. Assist in analyzing performance problems of network, systems and applications and

recommend solutions to enhance functionality, reliability, and/or usability. Monitor the
required performance and stability of network services and servers (LAN, WLAN,
Messaging, Internet connectivity, VPN, etc.), to prevent and minimize downtime or
service interruptions.

6. Install, configure, upgrade hardware and software for desktops and laptops
(Windows, MSOffice, Antivirus, and in-house IOM software) & manage regular
updates of the antivirus and patches for operating system and other software and the
distribution of the updates to all the workstations.

7. Implement in-house information systems, communication infrastructure and video

conference system to support day-to-day operations. Support the implementation of
IOM's corporate applications such as MiMOSA, PRISM, and Intranet.
 8. 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.

9. Assist in installation, operations, and administration of the security for the various
system and network components, including protection against viruses, access to
email and Internet, relational database management systems and implementation of
ITC disaster recovery services.

10. Support in the Management of an overall tracking system for the ITC Equipment
Inventory (hardware and software) and advice the management on assets that
require replacement in a timely manner.

11. Produce and maintain comprehensive documentation and reference materials for
planned and delivered ICT systems in the mission and update global user support of
planned changes in advance.

12. Maintain/follow up appropriate maintenance contracts for all ICT equipment.

13. Regularly report needs and progress on ITC issues in his/her area of responsibility
and assist the management liaising with ITC service providers and vendors for the
adequate provision of supplies and services.

14. Manage the PABX communication system and Access Control System.

15. Perform such other duties as may be assigned.

Required Qualifications and Experience

Education

• University degree from an accredited academic institution in Computer Science with

minimum three years of relevant work experience; or

• Minimum completed High School degree with certification in computer science with
at least five years of relevant work experience.

Experience

• Has relevant professional experience, particularly in the areas of database

management and programming

• Experience in IOM ICT Administration and management is an advantage.

• Experience in managing a medium to large scale systems/networking

environment with at least three years of experience providing Tier-1 or Tier-2
level of end-user support.

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 • Good knowledge in managing and supporting multi-site IT Infrastructure and
Application services: Windows Active Directory and Messaging Systems,
TCP/IP, Telecoms, Network Protocols, Cisco devices, VPN, VoIP, MS Office and
O365, Antivirus Software and utilities.

• Experience on implementation and administration of Microsoft Windows network

environment (LAN/WAN), messaging systems, backup and recovery systems.

Skills

• Has progressive experience in networking environment (LAN/WAN) and Motorola

VHF and Codan HF Network.

• Experience with Windows Server software in a multi-site environment, TCP/IP, MS

Office, Antivirus Software and IT Utilities.

• Experience with HP/Compaq, Dell, IBM and Cisco Equipment

Languages

Fluency in English and Portuguese both written and spoken is required.

Required Competencies

The 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

• 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.

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,
verification of Education certificate and security clearances.
How to apply:
Interested candidates are invited to submit their applications in ENGLISH, with:

a) Cover letter, clearly specify suitability and availability date;

b) Detailed curriculum vitae, including skype user ID, phone number, historical salary and
minimum three referees (preferably former direct supervisors).

Please submit your application by email to [email protected], indicating your name

and the reference code above [Name, SVN/MZ10/2022/024 – ICT Assistant] as subject.
The deadline for applications is 29 July 2022.

Only applicant who meets the above qualification will be considered.

No Fees:
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.

Posting period:
From 15.07.2022 to 29.07.2022

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