Service Delivery Technician

JOB OVERVIEW

Job Title: Service Delivery Technician

Department: Technical   Unit: Service Delivery

Reports to: Service Delivery Manager

Location: Grenada

PRIMARY OBJECTIVE OF THE JOB:

The Service Delivery Technician provides technical support and assistance for all business solutions and FTTH customers. Undertakes diagnosis and resolution of technical problems and may work directly with customers and or vendors (via telephone, email, chat room or instant message) to resolve issues. The Service Delivery Technician is also responsible for the compilation of incidents and various network and platform performance reports.

MAIN DUTIES & REQUIREMENTS

• Attend, resolve, and report on all logged requests.

• Perform hands-on configuration and staging, installation, evaluation and interconnection of various network equipment.

• Troubleshoot and resolve network and customer premise equipment issues.

• Provide on-site support for Second and Third Level NOC Support Engineers.

• Maintains infrastructure equipment including servers, routers, firewalls and other related hardware and software.

• Work with vendors to troubleshoot and optimize ICT services.

• Perform and document network changes and suggest network improvements and optimizations.

• Keep the Service Delivery Manager and/or Managed Service Desk informed at all times regarding system administration/escalation.

• Responsible for liaising with customer IT leads in relation to incident reports/ resolution for both business as usual and any project assigned.

• Performs related work: the duties listed above are intended only as illustrations of various types of work that me be performed. The omission of specific duties does not exclude them from the position of the work is similar, related or a logical assignment to that position

ACADEMIC QUALIFICATIONS AND EXPERIENCE REQUIRED

• Professional certification such as CCNA, CompTIA Network + and Fortinet NSE

• Engineering/Science/IT degree would be an asset

• 2 to 5 years professional experience in a similar role 

• Telecoms experience is required with in-depth knowledge of ICT products and all associated hardware

• Strong TCP/IP background and networking skills

• Experience in Cisco equipment and management systems would be an asset

• Valid driver’s license

FUNCTIONAL SKILLS REQUIRED

• Knowledge and experience with network architecture and equipment (routers, switches, hubs, firewalls, servers and related management systems, structured cabling)

• Trouble shooting and analytical skills

• Comfortable with dealing with all levels of management

• Highly motivated and attention to detail

• Challenging self-started

• Determined, persistent and hard working

• Strong communication (oral and written) and interpersonal skills

• Team player- Able to establish good working relationships with wider team

• A proven track record of delivering to targets

• Excellent customer and relationship building skills

• Proficient in MS Office (Word, Excel, PowerPoint, etc.)