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ICT Managed Services Engineer (III)

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Date: Nov 6, 2022

Location: Kingston, JM, WI

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 apps spanning sports, news, local radio and podcasts, TV streaming, enhanced messaging and marketplaces and self-care, Digicel is the only operator in its markets that can deliver that.

 

Serving consumer and business customers in 25 markets in the Caribbean, Central America and Pacific, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica, and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

 

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

 

Visit www.digicelgroup.com for more.

 

Job Summary   

    

As an ICT Managed Service Desk Engineer (III) you will act as the first 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 timely expert level support to escalated technical issues.  This will be achieved by troubleshooting, diagnosing and resolving problems or escalating the fault to one of our vendor/supplier specialist teams to investigate and resolve.

 

Throughout this process you will remain the single point of contact with the TIER 2 team who will maintain ownership of the original fault and act as the main point of contact between the customer team and DIGICEL Business. You will provide timely updates while ensuring the fault is given the correct level of priority and attention.  

 

Essential Duties and Responsibilities:

 

  • Handle incoming faults in a professional, courteous manner over the phone and via email
  • Take ownership of faults and managing them in a logical and methodical manner
  • Correct, update, log incidents and faults,
  • Categorize and prioritize line with team procedures
  • Conduct a full and thorough diagnostics with Tier 2 and end users to ensure resolution in line with agreed SLAs
  • To ensure faults are progressed and cleared within SLA – escalating to other internal and external teams as appropriate
  • Manage faults through their entire lifecycle from TIER 2 Teams until resolution, proactively keeping internal teams informed of progress
  • Diagnose and resolving problems to the customers satisfaction
  • Maintain and develop own knowledge and skills to assist with fault resolution
  • Identify and escalate repeat issues or service risks into service management teams and vendors product specialist
  • Maintain Knowledge Management Database and Share knowledge with team colleagues
  • Work with Tier 2 to manage a number of scheduled tasks for customers, to ensure that the customer’s systems remain operational
  • Maintain the necessary technical certification and knowledge of data and security technologies. Keep abreast of developments of new service offerings for Digicel Business with an aim to improve on customer solutions and delivery 
  • Performs miscellaneous job-related duties as assigned by the Regional Operations Manager or Head of Managed Service Operations
  • Provide post implementation support to customers to ensure customer satisfaction with the Solutions deployed. Report on any inconsistencies and assist with the required escalations and/or corrective action
  • Ensure adequate coverage for the 24 X 7 x 365 environment so the infrastructure runs effectively at all times. This includes continuous monitoring of services and making every reasonable effort to restore service interruptions as quickly as possible

 

Minimums Qualification/ Requirements:

 

Essential:

          

  • A Bachelor's Degree in Electrical Engineering, Computer Science or Information Systems
  • Minimum of seven (7) years’ experience in an implementation or support role in business to business managed services technologies
  • Cisco Certified Network Professional (CCNP)
  • Fortinet Certified Network Security Expert Level 4 or higher
  • Broad-soft Managed voice certification
  • Experience and professional certification may be considered in lieu of educational background
  • ITIL certification, knowledge of ISO 20000 standards and best practice

 

Desirable: 

 

  • Familiar with working on Windows 2003/Windows 2008, or Linux based distributions (preferably within a hosting environment)
  • Microsoft Certified Solutions Engineer (MCSE)
  • A keen interest in networking and WAN technology
  • Knowledge of Networking, Voice and Telecommunications
  • Red Hat Certified System Administrator (RHCSA) or equivalent
  • Working knowledge of - MS Word, Excel, Access and PowerPoint

 

Functional Skills:

 

  • Commitment to work on an on-call and or rotational shift basis for 24x7x365 coverage to DIGICEL Business customers
  • Excellent verbal and written communications, interpersonal and presentation skills
  • Ability to perform work responsibilities in a neat, thorough, and organized manner
  • Proven troubleshooting and problem solving skills are required
  • Must maintain confidentiality in all company and customer related matters
  • Must be able to demonstrate a customer first approach to support
  • The ability to liaise and communicate confidently and professionally with customer representatives at all levels
  • Natural aptitude for trouble shooting & problem solving
  • Have solid experience in a helpdesk or technical support environment
  • Highly organized and able to work on own initiative to complete the range of tasks required
  • Flexible and willing to work outside core business hours as required

 

 

 

DISCLAIMER:

 

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.


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