ICT Engineer

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre 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.

Job Title: ICT Engineer

Primary objective of the job: 

As an ICT Engineer you will assume a key role in supporting the Digicel Business Solutions product portfolio and its customers through the execution of:

• In Field Site Surveys
• Solution/Product scoping, designing and delivery
• Service installations inclusive of last mile connectivity
• Planned maintenance works and schedules routines
• Provision of remote and infield monitoring and support 24/7/365
• Configuration of ICT infrastructure at customer premises and Digicel’s PoPs and Data Centres on a wide array of hardware and technologies, including but not limited to Microwave, GSM, Fibre, IP/MPLS, Voice, Cloud and Wireless networks and/or equipment
• The desired person must have a strong work ethic and must be able to work under pressure. Due to the nature of the business, anti-social hours i.e. nighttime working will be expected as and when required

Main Duties and Responsibilities:

Training:

• • Assist with the development and execution of training programs for Technical ICT Engineers and Support teams, on the deployment and support of Business Solutions Managed Services products and services
  • Provide support to Managed Service Help Desk and Business Solutions sales personnel to aid in the development of their job knowledge and competencies

Product Development:

• • Partner with Products, Planning & Optimization and Core Teams in the scoping, designing, implementation and testing of existing and new Business Solutions products

Brand Ambassador:

• • Guarantee representation of the Digicel brand by always acting and dressing professionally

Ticket Management:

• • Monitors ticket queues during normal business hours
  • Ensure all assigned tickets are handled per SLAs
  • Update tickets in timely manner and with detailed and accurate information on findings and time of resolution

Documentation:

• • Document configurations, as-builts and processes pertaining to ICT equipment and services
  • Document and maintain SoPs around the delivery and support of Managed Services products
  • Document and maintain a record of all customer interactions
  • Secure sign-off from customers for services performed

Operations and Maintenance:

• • Participate in operational acceptance of new ICT Hardware
  • Assist in the development, testing and roll out of new Managed Services products
  • Perform physical preventative maintenance on ICT customer nodes as defined within operational standards to maintain 99.99% uptime for the circuits or hardware under management
  • Perform on-site installation, repair, maintenance, and test activities of ICT Services at Digicel’s PoPs and Data Centres

Incident Management:

• • Comply with the company’s Incident Management Policy
  • Diagnose errors or technical problems and determine proper solutions
  • Produce detailed verbal and written reports pertaining to root-cause

Contractor Management:

• • Guide, assess and ATP work performed by Sub-Contractors to ensure that it meets the necessary standards

Change Management:

• • Develop MOPs and complete RFC documentation to meet Company’s Standards

Hardware Assessment:

• • Assess product/equipment performance based on field support data; recommend modifications or improvements

Tools:

• • Ensures that tools and test equipment are properly maintained and calibrated

Communication:

• • Maintains clear and concise business communication proficiency, both oral and written

Academic Qualifications and Experience Required:

• Bachelor’s Degree in Electrical and Computer Engineering / Computer Science / ICT or related field of study
• Minimum 2 years’ experience performing similar role / duties
• Strong understanding of the following:

*  IP principles and OSI model

* Switching and Layer 2 technologies (STP, QoS, Policy maps, Port security)

* Routing and commonly used protocols (OSPF, BGP, EIGRP, Access lists, Distribution lists)

* Service Provider Technologies (MPLS, L2VPN, L3VPN, WAN Principles)

* Voice protocols – SIP, E1, T1

• VOIP Telephony / AudioCodes gateways / Broadsoft / PBX equipment / Handsets
• Security / Firewall Appliances
• Cloud Computing
• Wireless IEEE 802.11
• Mobile telecommunications
• SIP / VoIP / Telephony

Certifications

In tandem with the work experience itemized above, at least associate level in one or more of the following will be desired

• Cisco (CCNA, CCNA Service Provider, CCNA Collaboration, CCNA Security)
• Juniper (JNCIA-Junos, JNCIA-SEC)
• Fortinet (NSE4)
• Huawei (HCIA-R&S, HCIA-Security)
• Avaya – (ACSS, ACIS, ASPS, AIPS)
• Meraki – (CNMO, CNMA)
• AudioCodes – (ACA, ACP)

• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements

Functional Skills:

• Be ambitious, driven and passionate about all things related to ICT, with an excellent comprehension of how the industry works and the key world players
• Have polished presentation, communication, and analytical skills
• Have an adaptive style in being able to communicate technical ideas in simple terms
• Strong organizational skills, being able to manage multiple projects at once
• Customer service oriented
• Attentive to detail
• Self-motivated and results-oriented approach to work
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness
• Strong communication (oral and written) and interpersonal skills.
• Proficiency in Microsoft Office 365 Suite (Word, Excel, Power Point, Outlook, Onedrive, Teams, etc)
• Report / business Writing Skills

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 list 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.