Tier 1 Engineer

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, 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 the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

               Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

Visit www.digicelgroup.com for more.

Primary objective of the job:

Provide first level support to Digicel’s Business Solutions customers across all product lines including but not limited to: Internet / Data / Voice, Cloud Telephony / Backup / Computing, IP PBX and Data Center co-location.

Main Duties and Responsibilities:

• Providing first line support for Business Solutions customers
• Escalating incidents & ensuring resolution
• Liaising with various departments to ensure resolution of incidents
• Analyzing / diagnosing problems and making recommendations where necessary
• Providing summary and detailed reports to Support Managers within the department
• Highlighting areas of concern resulting from queries received
• Maintaining accurate customer data in Solarwinds, Redknee and shared documents comprising a customer database
• Logging/Categorizing of customers’ queries/complaints/requests
• Manage communication with Business Solutions customers as first point of contact
• Answer calls / e-mails coming in to the corporate queue relating to Business Solutions incidents / requests and queries
• Receive, log, troubleshoot and resolve incidents reported by Business Solutions customers
• Investigate alerts and anomalies highlighted by customer monitoring systems (Solarwinds Orion)
• Liaise with the relevant departments within Digicel to ensure resolution of incidents / fulfillment of requests
• Ensure that incidents are responded to and resolved within the relevant SLAs
• Provide general product service information to prospective customers
• Provide on-site support for Digicel sponsored events requiring wireless Internet or other business solutions services
• Conduct on-site troubleshooting / routine maintenance on the request of the Support Manager
• Other Administrative duties

Academic Qualifications and Experience Required:

Qualifications

• Diploma/Degree in Computer Science or related field with at least 3 years’ experience in Telecom industry
• Cisco CCNA certification or equivalent
• Knowledge of Microsoft technologies
• MCP, MCSE etc desired
   

Experience required

• Minimum 2 years’ experience in a customer service environment
• Experience with IP PBX would be plus

Functional Skills:

• Understanding of ITIL framework and application in telecom/IT environment
• Good knowledge of Microsoft Products
• Functional operations, maintenance of Video and VoIP technologies
• Installation and configuration of Cisco Devices is an asset
• knowledge of Voice over IP protocols such as SIP
• Excellent analytical and problem solving skills 7 & organizational skills
• A strong aptitude for self-directed learning
• Excellent written and verbal communication skills
• Team Player, willing to work on a shift in 24 hour operation

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.