Information Technology Assistant

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

Responsibilities

• 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.
• 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.).
• 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.
• Keep secure all IT components and timely patched, including applications, computers, network devices, CCTV systems, access controls, mobile phones, telephone systems, etc.
• 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).
• 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.
• Contribute with system upgrades and IT infrastructure changes ensuring compliance with ICT Standards and other relevant ICT instructions.
• 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.
• Help to maintain an IT inventory of active and retired equipment, including regular updates to the technical documentation of the IT network.
• Support local and remote users with the setup and troubleshooting of teleconference meetings and calls.
• Perform other related functions as required.

Requirements

• 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.
• 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.
• 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).
• 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.
• Fluency in English and Spanish (oral and written) is required.

Skills

• Cloud-based services administration
• Azure Administration
• AWS administration
• Microsoft 365 Administration
• LAN and WAN Networking
• Cisco Meraki configuration
• Windows Server Management
• Active Directory Management
• Microsoft Certification MCP
• CCNA Certification
• CompTIA Network+ Security
• ITIL service desk
• Cybersecurity Incident Response
• Vulnerability Management
• Patch Management
• Security Compliance
• NIST 800-53 framework
• Technical User Support
• Computer Troubleshooting
• Network Troubleshooting
• Communication Equipment Troubleshooting
• Office 365 Support
• Remote troubleshooting tools
• Networking equipment configuration
• Firewall setup
• Corporate antivirus administration
• Corporate backup systems administration
• Telephone switchboard administration
• Avaya system management
• Videoconference Systems Management
• Microsoft Teams Management
• Webex administration
• Polycom administration
• macOS Troubleshooting
• SAP troubleshooting
• Oracle troubleshooting

Languages

English, Spanish