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ICT Managed Service Desk Engineer (I)

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Date: Nov 11, 2020

Location: Kingston, JM

Company: Digicel

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.


Through its world-class LTE and fibre networks, together with its suite of 8 apps spanning sports (SportsMax), music (D’Music), news (Loop), local radio and podcasts (GoLoud), TV streaming (PlayGo), enhanced messaging and marketplaces (BiP), cloud storage (Billo) and self-care (MyDigicel app), Digicel is the only operator in its markets that can deliver that.


Serving consumer and business customers in 32 markets in the Caribbean, Central America and Pacific, its investments of over US$7 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad & Tobago have contributed to positive outcomes for over 3 million people to date.


With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 7,000 employees worldwide work together to make that a powerful reality day in, day out.


Visit www.digicelgroup.com for more.



Job Summary & Purpose:

 As an ICT Managed Service Desk Engineer (I) you will act as escalated point of contact for Managed Service customers contacting Digicel Business to report issues and faults relating to their service.  

The primary objective of the role is to provide first call resolution, triage and ticket categorization.  This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd line (Tier 2) specialist teams to investigate and resolve.

Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and DIGICEL Business but providing timely updates and ensuring the fault is given the correct level of priority and attention.  

This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and an acceptable degree of technical knowledge across various technologies and products.



Essential Duties & Responsibilities:

  • Responsible for performing day to day proactive surveillance and analysis of International and domestic transmission networks and infrastructure components to ensure uptime.
  • Performs fault handling and escalation to resolution, identifying and responding to faults on any of the DIGICEL networks or infrastructure including liaising with 3rd party Suppliers and Vendors.
  • Initiates troubleshooting and diagnostic fault isolation tasks required to promptly
  • Identity and resolve complex problems in an international and domestic transmission Network
  • Responsible  for  surveillance  and  management  of  network  facilities  such  as  air-conditioning,  UPS, generators, power usage, and the overall running health and safety of each network facility
  • Opens trouble tickets and provides customers with periodic updates on all reported problems and ensures that the trouble tickets are updated and closed after the problems are resolved.
  • Assist with the development and preparation of outage reports (RFO); using defined reporting.
  • Responsible for working with field engineers, smart hands personnel and regional Facilities engineers for resolution of network, customer related or restoration tasks
  • Aggressively pursues backhaul or third party providers for immediate identification and resolution of customer related network problems
  • Maintenance of the TAC technical documentation to ensure processes and procedures used throughout normal operations are updated
  • Manages customer complaints in a timely manner by following defined TAC procedures
  • Responsible for seeking and understanding the working knowledge of transmission connectivity platforms, optical network amplifiers, DWDM, SDH, SONET, PDH, GIGE
  • Technologies, Circuit tie-down and DLR information and circuit topology diagram.



Minimum Qualifications/Requirements

  • Bachelor’s Degree in Information Technology, Business Studies, Computing or relevant Subject.
  • CCNA
  • Experience configuring internet applications
  • Experience with network monitoring tools and protocols (MRTG, RRD, NAGIOS, and SNMP)
  • Experience with scripting (Perl, Bash) and other web application languages (SQL, PHP)
  • Experience   in   analyzing   system   and   network   performance   using   monitoring   and graphical data and diagnosing network and service issues till resolution
  • Minimum of 12-18 months’ experience in a Technical Support or similar role
  • Experience with switching and internet routing technologies
  • Basic knowledge of the OSI model, switching and internet routing technologies
  • Proven track record within a NOC, IT or ISP environment
  • Ability to work on call and in a 24/7 NOC environment
  • Knowledge of Linux kernel, command line and system diagnostics
  • Basic knowledge of the OSI model, switching and internet routing technologies
  • Experience with switching and internet routing technologies
  • Strong network diagnostic skills
  • Experience   in   diagnosing   network   and   service   issues,   following   them   through   to resolution
  • Ability to assess faults, prioritize, respond and escalate accordingly
  • Clear communicator with good verbal and written skills
  • Good technical or WIKI documentation skills

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