ICT Associate

All interested candidates should download and complete an IOM Personal History Form from the IOM Viet Nam website at https://vietnam.iom.int/en/careers.

Completed applications, including IOM Personal History Form, application letter, and copies of diplomas and certificates, recommendation letters, etc. may be delivered to the IOM Mission Office in Hanoi at 304 Kim Ma, Ba Dinh dist., Ha Noi or submitted electronically to mail referring to this Vacancy Notice’s Position Title.

IOM only accepts profiles with IOM Personal History Form duly completed.

ORGANIZATIONAL CONTEXT AND SCOPE:

Under the overall administrative supervision of the Head of HAP Hanoi and the direct supervision of the IT Specialist, the successful candidate will be responsible for the carrying-out the following duties and responsibilities to contribute to the transformation of the information system through automation processes and dematerialization in relation to the Migration Health Assessment Centre in Hanoi, Viet Nam.

RESPONSIBILITIES AND ACCOUNTABILITIES:

Under the overall administrative supervision of Head of HAP Hanoi and direct technical supervision of IT Specialist, the ICT Associate is responsible for implementing the following activities:

• Support the administration and monitoring of local services, systems, networks, and data; analyze and correct performance problems of network, systems, and applications and recommend solutions to enhance functionality, reliability, and/or usability. Ensure availability of information and systems with the proper management, monitoring, and troubleshooting of the backup system;

• Provide end-user support and resolve all ICT issues timely and appropriately via email, telephone call, and/or in person; take ownership of users’ problems and be proactive when dealing with users’ issues and escalate to Global User Support (GUS) and supervisor when necessary and accordingly to identified priority levels;

• Keep secure all IT components and timely patched, including applications, computers, network devices, CCTV systems, access controls, mobile phones, telephone systems, etc.

• Administer and monitor systems and workstations supporting ICT-related tasks such as patch management, antimalware, disk encryption with Bitlocker, and secure and compliant configuration of computers and mobile phones with Intune;

• Provide technical support to corporate applications and ICT standard software (e.g., Office365, SAP, Oracle, Migrant applications, Internet security, Mobile Applications, Intune, and Bitlocker);

• Support the response with eventual security incidents affecting the local IT components, users, and applications.

• Monitor the effective utilization of communication equipment and support technical 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.

• Assist with the monitoring and troubleshooting 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);

• Provide end-user training both as a technical support person in general and as a trainer for corporate applications and business processes. Provide guidance and training to junior ICT colleagues as needed;

• Produce and maintain relevant documentation and reference materials, including (but not limited to): ICT asset and software inventory, infrastructure diagrams, security documentation, etc. Recommend equipment and software replacements in a timely manner following the ICT asset lifecycle standards;

• Participate in ensuring quality and continuous improvement measures following internal ICT Standards, Guidelines, Policies, and other frameworks (e.g., NIST);

• Perform such other related duties as may be assigned.

REQUIRED QUALIFICATIONS AND EXPERIENCE

EDUCATION:

• Completed university degree in Computer Science, 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.

• Microsoft Certification (MCP or above) in Windows Server 2019 or above and/or Active Directory is also preferable

• Azure, Microsoft 365, and AWS Associate Certifications are important advantages

• Cybersecurity-related certifications and training are an advantage.

• Other industry certifications such as Cisco CCNA, Avaya, CompTIA Network+, CompTIA Security+, or ITIL.

EXPERIENCE

• Extensive experience in direct user technical support and computer, network, and communication equipment troubleshooting are a distinct advantage.

• Correctly applies knowledge of specialized IT disciplines.

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

• Extensive experience client-server applications

• 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, Azure, and/or Microsoft 365.

• 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

• Demonstrated ability to maintain accuracy and confidentiality in performing responsibilities;

• Excellent communication, facilitation, presentation and negotiation skills;

• Demonstrated proficiency with Microsoft Office applications (Excel, Word, PowerPoint, SharePoint), Zoom, Kobo toolbox;

• In depth knowledge of the broad range of migration related subject areas dealt with by the Organization;

• Knowledge of UN and bilateral donor programming preferred.

LANGUAGES: Fluency in English and Vietnamese is required.

REQUIRED COMPETENCIES

The incumbent is expected to demonstrate the following technical and behavioral 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 – 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.

Other

- Appointment will be subject to certification that the candidate is medically fit for appointment.