Senior ICT Associate

About the role

The International Organization for Migration (IOM) in Tunis is seeking a Senior ICT Associate to provide tier‑2 technical support and ensure reliable ICT services for the Country Office. Reporting to the Head of Resource Management and the IMT Officer, the role involves managing complex issues, maintaining network infrastructure, and supporting Microsoft 365 environments.

Key responsibilities

• Deliver tier‑2 ICT support to end‑users, handling complex tickets and meeting SLA targets.
• Manage the full lifecycle of ICT issue tickets across multiple service channels.
• Assist in the implementation, configuration, and upgrade of network devices such as firewalls, routers, switches, access points, and WAN optimizers.
• Administer Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive) and ensure secure, reliable delivery.
• Support Azure and Intune administration, including Microsoft Entra ID, security groups, and device compliance.
• Maintain documentation, asset records, and recommend hardware/software replacements.
• Implement data protection principles, endpoint security (BitLocker, Zscaler), and disaster recovery plans.
• Provide end‑user training and business process guidance as needed.

Required profile

• Proven experience in ICT support at a senior level, preferably in an international or NGO environment.
• Strong understanding of network infrastructure and security standards.
• Ability to work independently, prioritize tasks, and communicate technical information clearly.

Required skills

• Microsoft 365 administration (Exchange Online, Teams, SharePoint Online, OneDrive)
• Azure/Intune management, Microsoft Entra ID, security groups
• Network hardware: firewalls, routers, switches, access points, WAN optimizers
• Endpoint security tools: BitLocker, Zscaler
• Ticketing systems and SLA compliance