ICT Assistant – IOM


Job Description

OrganizationInternational Organization for Migration
Position TitleICT Assistant
Duty StationKhartoum, Sudan
Type of AppointmentSpecial Short-term graded, nine months with possibility of
Estimated Start DateAs soon as possible
Closing DateFeb 16,2022

Established in 1951, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.


Under the overall supervision of the Head of Resources Management Unit and the direct supervision of the Senior ICT Assistant, the incumbent will provide user and technical support and services to users of IOM’s corporate applications and infrastructure in the mission and support to the sub-offices.
The incumbent will work under the technical oversight of the Regional ICT Officer for Middle East and North Africa and in close coordination with the Global User Support Unit in Manila In particular, he/she will:

Core Functions / Responsibilities:

  1. Provide 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)
    a. Take ownership of user problems and be proactive when dealing with user
    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 by reported incidents.
    e. Escalate to Senior ICT Assistant and Global User Support (GUS) and supervisor when necessary and accordingly to identified priority levels.
    IOM is committed to a diverse and inclusive environment. Internal and external candidates are eligible to apply to this vacancy. For the purpose of the vacancy, internal candidates are considered as first-tier candidates.
    IOM International Organization for Migration – Khartoum Office:
    Tel: +249 156554600/1/2 I E-mail: [email protected] I Website: www.sudan.iom.int
  2. Assist in coordination with 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.
  3. Assist in analyzing performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/or usability.
  4. Assist to maintain an up-to-date IT inventory and advice the management on assets that require replacement in a timely manner.
  5. In close coordination with RMO and logistic and procurement team in Sudan, assist the senior ICT assistant in processing all ITC Procurements, and all related ITC Monthly invoices.
  6. Contribute to the Disaster Recovery Plans for mission databases and other ICT related services. Manage and monitor completion and accuracy of server’s backup plans in line with IOM ICT standard and ensure that backup and other procedures are in place. Support in preparing documentation and simulation are carried out regularly to enable timely recovery in case will be required.
  7. Develop where necessary and provide ITC training to all end users to ensure productive use of existing and new systems and tools available in IOM.
  8. Provide remote technical support for all IOM sub offices as may be required including possible in country travel to support ICT services provision.
  9. Undertake daily monitoring and maintenance of systems and networks (LAN, WAN, VPN, VOIP), carry out analysis performance identify problems of network, systems and recommend solutions to enhance functionality, reliability, and/or usability to ensure uninterrupted service of mission-critical servers and systems
  10. Implement IOM IT Standards and IOM IT Policies and Guidelines in particular regarding networks, systems, telecoms, ICT services and equipment usage IT procurement and information security.
  11. Perform such other related duties as may be assigned.

Required Qualifications and Experience


• Completed Bachelor’s degree in Computer Science, Information Technology or a related
field from an accredited academic institution with at least five years of relevant
professional experience, or;
• Completed High School degree with at least five years of relevant professional

• Specialized formal training on IT systems, business software, Microsoft Office,
SharePoint, SAP HR and Financials; as applicable for the position.
• Valid and relevant Microsoft, Cisco, and/or ITIL Certifications an advantage.


• Experience working in different international organizations in emergency response (such as UN agencies, INGOs, IOs), Data Management or Information management, crisis, post conflict and other displacement situations; Detailed knowledge of the UN System, NGO humanitarian community and familiarity with the humanitarian reform and cluster approach.
• Demonstrated experience in:
o Medium-sized offices support for LAN infrastructure, Active Directory domain environment and Windows-based servers
o Windows Server and desk support
o Support and troubleshoot computer and network equipment, including Microsoft
Office applications, TCP/IP Networking, and Windows operating systems
• Strong understanding of Active Directory and Group policies, DNS and DHCP
• Have knowledge of a variety of hardware, software, and operating systems.
• Knowledge of Microsoft O365, Microsoft Dynamics, Windows 10, Microsoft
SharePoint, and Microsoft Azure along with Office products would be advantageous.
• Ability to work in a team environment; able to initiate and manage group studies to learn
more about supporting the current infrastructure.
• Ability to present ideas in a user-friendly language to non-technical staff and end-users’
knowledge of an issue-tracking system an advantage.
• Experience in web design and programming and knowledge of multi-variate
mapping techniques.
• Experience in writing technical requirements documents, translating/planning
specifications to technical briefs for data capture/analysis and compiling diverse
• Knowledge of multi data capturing and analysis tools, including knowledge of
database applications (Access, SQL or MySQL), mapping and GIS Tools and a
basic understanding of mapping tools (ArcGIS);
• Basic understanding of web design considered an advantage.


English and Arabic is Required.

Required Competencies

Values – all IOM staff members must abide by and demonstrate these 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
Core Competencies – behavioural indicators level 2
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.
• Any offer made to the candidate in relation to this vacancy notice is subject to funding
• IOM has zero tolerance with discrimination and does not discriminate to HIV/AIDS
• This position is open to ONLY Sudanese nationals.
• Vacancy close at 23:59 local time Khartoum, Sudan on the respective closing
date. No late applications will be accepted.

How to apply:

Interested candidates are invited to submit their Resume via email: [email protected], by
February 16, 2022, at the latest, referring to this advertisement.
Only shortlisted candidates will be contacted.

Posting period:
From 02.02.2022 to 16.02.2022

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

For jobs from International Organization for Migration in Sudan visit : IOM Jobs Page

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