Tier II 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.

Main objectives of the job: 

The ICT Technical Support Engineer is responsible for the maintenance and on-going support of Digicel’s ICT services and installed solutions. The job holder will maintain all procedures that are developed and implemented to enforce and sustain the highest quality of services in a manner consistent with agreed SLA and business objectives.

Main Duties and Responsibilities:

• Promptly resolve all network and customer related issues
•  Ensure that the NOC and fault management systems have full view of all network nodes and elements in order to provide proactive monitoring and fault reporting
• Ensure that all new and existing systems are best of breed and conforms to international standards ensuring easy technical integration with existing plug and play architecture
• Ensure that end to end systems are properly monitored, support/maintenance contracts are adequate and necessary performance measurement tools and reports are implemented
• Ensure that all systems and network elements are designed and implemented with appropriate level of security, and interfaces to allow for full surveillance and remote monitoring
• Perform R&D with a view of continuously improving on, technology, products and services and customer experience
• Monitor customer fault reports and performance statistics and ensure that corrective measures are implemented whenever outages or network degradation are detected
•  Provide timely and accurate reports as per business requirement
• Liase 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

Academic Qualifications and Experience Required:

• B.Sc.in Computer Science or equivalent with at least three (3) years experience in IP voice & Data technology
• Cisco CCNA, CCNP, CCNP Voice or Check Point CCSA/CCSE is highly recommended

Functional Skills:

• Network Management Systems (NMS) and report generation
• Installation and configuration of Cisco Routers/Switches/IP PBX, Nortel IP
• PBX/Legacy PBX, Check Point Firewall, Wireless Routers/Access Points, Voice Gateways and Analog Terminal Adaptors
•  Microsoft Cloud Services including Office 365, E-mail integration, Azure, Active Directory
• Functional operations, maintenance of Video and VoIP technologies
• Fault management and functional integration/operation of the NOC
• Network Security
•  Structure and operation of Internet gateway links
•  Network planning, engineering, and development
•  Equipment evaluation and selection process
• Report analysis

Additionally, the individual should be familiar with:

• Program management of medium to large projects, preferably rolled out to users across multiple sites
• Growing trends with technology especially in the areas of IP/IT technology
•  Analytical and performance reporting/generating tools
• Electronic requisitioning and work-flow based approval systems
•  SLA development and performance management tools.
• Knowledge of OS such as Linux/Unix and Windows is an asset

The individual must have:

• Excellent analytical and problem solving skills
•  A relentless attitude toward problem solving
•  A strong aptitude for self-directed learning
•  Ability to quickly incorporate new information into their personal knowledgebase
•  Excellent written and verbal communication skills
•  Drivers License and access to a vehicle for daily use

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.