Operations Technical Services Technician

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.

Job Title

Operations Technical Services Technician

Primary objective of the job: 

The Operations Technical Services Technician is responsible for the network connectivity, documentation, service configuration, data centers, cloud, virtual networking, monitoring, troubleshooting, and security hardening for employees within Digicel Turks and Caicos Limited. The job holder will also implement DIA, fixed voice and cloud services in line with the appropriate process and procedures to sustain the highest quality of services in a manner consistent with agreed SLA and business objectives to our customers. Design, Implement and maintain ICT customer network infrastructure

The Engineer is responsible for ensuring that all service delivery targets are achieved by engaging all key stakeholders such as ICT Sales, ICT Operations, Technical Department, Facilities Department and Contractors in accordance with internal SLA’s and KPI’s. The operation and maintenance of all IT services, including Checkpoint firewall policy management, Hypervisor Infrastructure (HyperV & VMware Environment), DNS, Operating Systems Management (Windows Server and Linux/Unix, Desktops/Laptops) and maintaining the Office Network (Complaint with Group Policy and Procedures).

Main Duties and Responsibilities:

• Maintenance of Voice and Data Equipment (i.e. PBX, Switches) at the office locations.
• Maintenance of Printers and other peripherals
• Installation, configuration and maintenance of users’ PC hardware and software
• Backup of all nodes and patching of all systems.
• Maintenance of Windows Infrastructure.

• Disk Space Monitoring and Administration, Server configuration and set-up
• Technical administrative tasks and Hardware Installation
• Weekly/Monthly KPI’s and Preparation of server performance reports

• LAN maintenance and monitoring.

•   IT Technician should test and replace network cables and patch user ports in the network backbone to provide connectivity to the network for users.
• Maintenance and Installation of Network Nodes including WLAN

• Attend technical meetings with internal and external stakeholders
• Conduct pre-installation site surveys to ensure all is in place for actual installations
• Installation of hardware and software to support DIA, Fixed Voice and Cloud technologies
• The provisioning of services for related DIA, Fixed Voice and Cloud technologies
• Prepare Scope of Work (SOW) documents for all installations
• Ensure Acceptance Test Plan (ATP) are executed at the end of each installation and signed by customer
• Ensure that Customer Acceptance Form (CAF) and Customer Premise Equipment Form (CPEF) are signed by customer at the end of each installation.
• Maintain a database of customer installations which includes device inventory, SOW, network diagrams, circuit diagrams, software licenses and ATP.
• Ensure that services are delivered to customers in a timely and professional manner.
• Ensure that all DIA, Fixed Voice and Cloud elements are implemented with appropriate level of security, and interfaces to allow for full surveillance and remote monitoring.
• Liaise with ICT/Business Services Management team to ensure timely, accurate and professional delivery of services.
• Provide timely and accurate reports as per business requirement.
• Provide IT/IP Support to other departments and external parties as required
• Manage Windows AD infrastructure, DNS, DHCP and Domain Controllers.

 Academic Qualifications and Experience Required:

• Minimum associate’s in Computer Science, Information Technology or equivalent with at least two (2) years’ experience in technical support, network operation, and system administration.
• CompTIA A+ or CompTIA Network+ required
• Cisco CCNA/CCDA or higher will be an asset
• Experience in voice Cisco CCNP Voice or Check Point CCSA will be an asset

Functional Skills:

Must have practical experience with:

• Functional operations, maintenance of Video and VoIP technologies.

• • Windows Server Installation and Administration
  • SQL Server setup and Database Administration
  • Windows Hyper V And VMWare Environment Installation and Administration
  • Knowledge of OS such as Linux/Unix and Windows is an asset.

• LAN and WAN Installation, configuration and Maintenance
• Network Security.
• Structure and operation of Internet gateway links.
• Network planning, engineering and development.
• Report writing

Additionally, should be familiar with:

• Project management of medium to large projects, preferably rolled out to users across multiple sites
• Growing trends with technology especially in the areas of DIA, Fixed Voice and Cloud 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.

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.