Tier I Engineer

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fiber networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region.

Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values—Diversity, Integrity, Growth, and Innovation—our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

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.