ICT Systems Engineer (Level 1)

Digicel is seeking a self-motivated individual with excellent communication, analytical and organizational skills for the position of ICT Voice Systems Engineer (Level 1). Reporting to the Head of Sales Operations, the successful candidate will serve as a key member of Digicel Business Management Team. The ICT Voice Systems Engineer Level 1 will be responsible for and include supporting and coordinating service delivery of DIA, VPLS, SIP, MPLS, firewalls, switching, wireless, PABX, routing or as directed by management. Providing inputs to projects for defining, planning and executing identified deliverables.

Primary Responsibilities include (but are not limited to):

• Deliver technical support for business customers via calls, emails, and in-person requests

• Provide onsite support, troubleshooting, and testing to resolve customer incidents or support issues
• Diagnose and resolve technical problems, identify issue patterns, and escalate to vendors when necessary
• Perform routine preventative maintenance on managed systems and infrastructure
• Provide technical services and support for: Network levels, Systems and Infrastructure,
• Unified Communications, Microsoft Technologies, Virtualization Technologies, Remote Access Solutions
• Monitor system alerts and notifications remotely
• Maintain documentation for all computer systems and network infrastructure
• Communicate with customers on incident status, planned changes, or agreed outages
• Assist the sales team by performing site surveys and recommending materials for customer solutions
• Ensure customers receive ordered equipment
• Provide on-call support and pre-approved overtime for specific projects and outages

Qualifications, Skills, and Experience:

• Bachelor’s Degree in Information Technology or a related field
• 3-5 years’ experience in pre-sales and project engagements
• 3-5 years’ experience in customer-facing activities in a B2B environment
• 3-5 years’ experience in a Telecom or a related field
• In-Depth knowledge of the following technologies: Avaya: IP Office (V500 and Server Edition), SSCA: Elite Certification, 3CX: Basic, Intermediate, Advanced Certifications, Cisco: Routing, Switching, Firewalls, Wireless, BorderNet 4000 (Dialogic): Session Border Controller, Installation, Configuration, and Troubleshooting, Fortinet: Firewalls, Wireless, Switching, Access Points, PABX, Meraki: Firewalls, Switches, Wireless, Access Points, Microsoft: Windows, Server 2012 and 2016, Office 365 (Voice Integration), VMware: Veeam, Vcenter
• Proficiency in designing and managing SD-WAN environments
• Experience with process improvement, reviews, and implementation of new procedures
• Proven track record of meeting defined service levels in a customer-facing role
• Proficiency in Microsoft Office and Visio