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ICT Managed Service Desk Engineer (II)

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Date: Nov 12, 2020

Location: Port of Spain, TT

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:

As an ICT Managed Service Desk Engineer (II) 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.  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 3rd line 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 a high degree of technical knowledge across a broad range of technologies and products including: Cloud or Virtualization technologies, Wi-Fi and Security, Unified Communication Systems (UCS), Data Services, Hosting (Linux and Windows), firewalls and/or WAN (wide area networks) technologies.



Essential Duties and Responsibilities:

  • Dealing with incoming faults in a professional, courteous manner over the phone and via email
  • Taking ownership of faults and managing them in a logical and methodical manner
  • Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
  • Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution
  • Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
  • Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
  • Diagnosing and resolving problems to the customers satisfaction
  • Maintain and develop own knowledge and skills to assist with first time fault resolution
  • Identify and escalate repeat issues or service risks into service management teams
  • Maintain Knowledge Management Database and Share knowledge with team colleagues
  • Manage a number of scheduled tasks for customers, designed to ensure that the customers 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 Managed Service Desk Engineers III, 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 24x7x365 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
  • Ensures all network elements are monitored and have notification and escalation policy triggers.
  • Work according to established processes to monitor all open tickets to ensure closure to the established/committed response and resolution times
  • Address complicated support issues that are escalated by team members and/or customers
  • Ensure communication of service disruptions is delivered to users who will/may be affected
  • Track and trend Data Center's environmental metrics, the network's incidents and availability, and tickets to the team. Identify issues, work collaboratively with technical and Sales teams, and take corrective actions necessary to maintain these areas. Maintain regular usage and performance statistics
  • Resolve any issues related to data center, telephony & network services to provide maximum network and telecommunication availability, reliability, and flexibility
  • Ensures quick and accurate notification by the Tier 1 team to Internal and External customers of any issues, outages, or Scheduled Maintenance Operations within Service Levels
  • Maintain high availability and responsiveness of the Managed Services department
  • Resolve unusual or escalated customer service issues related to all managed Technologies
  • Provide analysis of performance, monitoring and reporting on customer satisfaction and identifying opportunities for improvement in processes and systems
  • Responsible for informing Management and peers about network performance and service availability
  • Provides reports as required including but not limited to, weekly reports, Monthly Network KPI reports, Health and Safety reports



Minimum Qualifications/ Requirements:


  • A Bachelor's Degree in Electrical Engineering, Computer Science or Information Systems
  • Minimum of five (5) years’ experience in an implementation or support role in business to business managed services technologies.
  • Cisco certified network associate (CCNA) or
  • Microsoft certified solutions associate (MCSA) or
  • Fortinet certified Network Security Expert (FCNSA) or
  • ITIL certification, knowledge of ISO 20000 standards and best practices.



  • Familiar with working on Windows 2003/Windows 2008, or Linux based distributions (preferably within a hosting environment)
  • Knowledge of Networking, Voice and Telecommunications.
  • Working knowledge of - MS Word, Excel, Access, Power Point.
  • Red hat Certified system administrator (RHCSA) or equivalent




Knowledge, Skills and Abilities required:

  • 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





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