ICT Associate (Gaza Response)

Job Summary

The ICT Associate supports the ICT unit for IOM in Amman and OPT offices by providing Tier 1 technical support, managing user requests, maintaining network and system devices, and assisting with ICT policies and documentation.

Responsibilities

• Respond to and manage ICT support requests through the helpdesk ticketing system within agreed service levels.
• Take ownership of user issues and provide proactive Tier 1 technical support including diagnosis and workarounds.
• Log all actions taken during incident response or request completion.
• Assist in identifying root causes and propose solutions for reported problems.
• Escalate issues to Tier 2, supervisors, or Global User Support as needed based on priority.
• Help create and maintain documentation for ICT systems and inform global support of planned changes.
• Support maintenance and troubleshooting of network and system devices including servers, switches, routers, and related equipment.
• Manage hardware installation, equipment servicing, user accounts, and maintain updated inventories of ICT software licenses and equipment.

Requirements

• University degree or diploma/high school in computer science or relevant education.
• Certification in ITIL V4, MS AZ-900, or MS AZ-104 is an advantage.
• Three years (degree holders) or five years (diploma/high school holders) professional experience in networking (LAN/WAN) and Tier-1 network/desktop support.
• Experience with international agencies such as UN, NGOs is advantageous.
• Proficiency in English and Arabic is required.

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