TELECOMMUNICATIONS ASSISTANT

Org. Setting and ReportingThis position is located in the United Nations Peacekeeping Force in Cyprus, Nicosia. The incumbent will report to an Application Support Team Supervisor or Chief Service Management Unit or to his/her designate. ResponsibilitiesTELEPHONE BILLING SERVICES • Assist in processing the recoveries of all telephone bills, account records, invoices, payments, and SIM card transactions. • Reports to the Unit Supervisor on all pending and processed invoice transactions. • Liaises with Finance Section on telephone charges to be recovered from staff and timely payment of provider's invoices. • Liaises with officials from the Services Providers, UN agencies and funds and staff members in connection with telephone related matters ensuring they are in compliance with telecommunications contracts and standing instructions and procedures to avoid abuse of telephone system. • Assists in the preparation of business correspondence, including memoranda and facsimiles, in response to inquiries from telecommunications providers, internet service providers, and internal staff. • Maintains a comprehensive and organized filing system for all telephone-related documentation, including invoices, statements, correspondence, and records of issued and returned mobile and satellite SIM cards. • Maintains and supports specialized applications (e.g. e-Billing, Field Support Suite, Azure cloud services), as well as supporting UN mobile devices including smartphones, tablets, and satellite phones. ASSET MANAGEMENT • Assists in receiving, inspecting and verification of mobile devices, accessories, spare parts, and other telecom assets.; issues telecom assets and enter the records in the asset control system. • Assists in preparation of the scheduling, distribution and maintenance of mobile equipment to users and coordinates returns to the warehouse. • Maintains and controls proper records for all expendable and non-expendable mobile assets using the organization’s enterprise asset management systems. • Updates and administers asset databases, tracking life cycle of all assets to ensure the availability of spare parts and supplies necessary for operations. • Monitors the physical inventory of stocked items on a regular basis to ensure accuracy of records, and location of property. COMMUNICATIONS CENTRE SUPPORT • Processes of all incoming and outgoing mail and diplomatic pouch services in a timely and efficient manner. • Assists in the maintenance of accurate records of all incoming and outgoing correspondence through both physical and electronic filing methods, while also tracking postage usage, mailing costs, and ensuring timely renewal and payment of post office box rentals. • Assist in identifying and coordinating with local courier services and the UNHQ Mail and Pouch Office to facilitate efficient dispatch and delivery of mail and official pouches. • Opens and closes new logging sheets for the proper distribution of documents received through virtual fax systems such as COMET and Replix, ensuring prompt delivery to appropriate recipients. • Provides first echelon maintenance, technical and operational support to the Telephone Billing unit and to all the equipment used by the facility (hardware and software), ensuring secure data transfers between mobile devices and coordinating preventive and corrective maintenance of equipment. • Respects and observes the confidentiality of any or all the documents that flow through the Communications Centre to ensure full compliance with Mission Mail Room Standard Operating Procedures (SOPs). OPERATIONS AND ADMINISTRATIVE SUPPORT • Performs related administrative duties, as required, such as drafts routine correspondence and Low Value Acquisition (LVA) documents for telecom goods and services, and assist staff on UN telecom policies and workflows. • Monitors accounts and payment to vendors and individual contractors for services and prepare statistical reports on mobile telecom usage. • Assists with the coordination of contract management and performance reporting. • Assists with the administrative arrangements for seminars, conferences and meetings. • Monitors status of expenditures and allotments, updates budget tables. • Consolidates data received and provides support to higher-level staff with respect to budget reviews. • Prepares, processes and follows-up on administrative arrangements and forms related to the official work of the unit. • Maintains files of SOPs, regulations, administrative instructions and other related documentation related to the unit; maintains Up-to-date work unit files (both paper and electronic). • Coordinates extensively with service units and liaises frequently with internal team members both at Headquarters and in field missions to facilitate the resolution of service requests and escalate as needed. Other duties and responsibilities: • Ensures that all the incoming service requests received via phone, email, or automated systems are logged properly and ensure timely resolution of service requests in compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). • Assists with the regularly scheduled and preventative and corrective maintenance on ICT equipment. • Coordinate with internal and external teams to facilitate the resolution of service requests and escalate as needed. • Assists clients with guidance on IT standards, policies, and procedures. • Assists in formulating technical training curriculum and the conduct of in-house training programs for national staff and others within the unit as well as technical support for hardware and software applications. • Performs other duties as required. CompetenciesProfessionalism: Knowledge of telephone billing principles, invoicing, reporting. Knowledge of mobile devices technologies and operating systems: iOS, Android, Windows, Azure; Knowledge of ICT technologies and basic troubleshooting of Windows operating systems, Office Applications, email, networks, printing and Cloud services (Office365, OneDrive, SharePoint online). Knowledge of asset management, asset tracking and reporting. Experience in service desk Tier 1 support. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work. Client orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view. Establishes and maintains productive partnerships with clients by gaining their trust and respect. Identifies clients’ needs and matches them to appropriate solutions. Monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems. Keeps clients informed of progress or setbacks in projects. Meets timeline for delivery of products or services to client. Technological awareness: Keeps abreast of available technology. Understands applicability and limitations of technology to the work of the office. Actively seeks to apply technology to appropriate tasks. Shows willingness to learn new technology. EducationHigh school diploma or equivalent is required. Additional technical or vocational training in telecommunications or another related field is desirable. Job - Specific QualificationNot available. Work ExperienceA minimum of three (3) years of progressively responsible work experience in information technology or related areas is required. Experience with service desk support is desirable. Experience with telephone call details records (CDR) and billing software applications systems is desirable. Experience in using Microsoft SharePoint, Enterprise Resource Planning Solution, and Azure cloud computing platforms are desirable. LanguagesEnglish and French are the working languages of the United Nations Secretariat. For this job opening, English is required. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details).