Senior ICT Associate

About the role

The Senior ICT Associate will deliver Tier‑2 technical support and oversee the delivery of ICT services for the International Organization for Migration (IOM) Tunis Country Office. The role ensures the continuity, reliability and security of networks, systems and collaboration platforms while complying with IOM ICT standards.

Key responsibilities

• Provide Tier‑2 ICT support to end‑users, resolve complex technical issues and maintain service continuity.
• Manage the full lifecycle of ICT issue tickets, ensuring SLA compliance across multiple service channels.
• Assist in the implementation, configuration and upgrade of network infrastructure (firewall, routers, switches, access points, WAN optimizers).
• Administer Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive) and related Azure/Intune environments.
• Ensure compliance with IOM ICT policies, standards and security guidelines for networks, systems and telecoms.
• Maintain accurate hardware and software asset records and recommend timely replacements or license renewals.
• Support access‑control management, data‑protection principles and endpoint security solutions.
• Implement and monitor the ICT Business Continuity and Disaster Recovery plans, including backup verification.
• Escalate critical issues to the IMT Officer and propose efficiency improvements.

Required profile

• Proven experience delivering Tier‑2 ICT support in a multi‑user environment.
• Familiarity with IOM ICT standards, policies and security requirements.
• Ability to work under the supervision of the Head of Resource Management and the IMT Officer.

Required skills

• Microsoft 365 administration (Exchange Online, Teams, SharePoint Online, OneDrive).
• Azure and Intune management, including Microsoft Entra ID.
• Network hardware knowledge: firewalls, routers, switches, access points, WAN optimizers.
• Endpoint security tools (e.g., Microsoft Intune, BitLocker).
• Backup and disaster‑recovery procedures.
• Asset inventory management and software license tracking.