IT 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.

DIGICEL ANTIGUA and BARBUDA- IT Engineer

Digicel is seeking a suitable candidate with experience who thrives in a fast paced, dynamic and innovative environment to fill the role of IT Engineer. Digicel is recognized for being the best in the telecommunications industry and this is your opportunity to be a key player in a top-class company.

Job Overview:

The IT CoE Engineer plays a pivotal role in standardizing, scaling, and optimizing IT operations across the Digicel Group. Acting as a subject matter expert across infrastructure, IT service management, end-user support, and IT security, this role ensures robust, secure, and high-performing technology environments for business continuity. The Engineer contributes to core IT processes, including IT infrastructure governance, performance monitoring, system administration, and technical support, as part of the Group IT Centre of Excellence (CoE).

These individual supports both centralized and distributed systems (on-premises and cloud), driving automation, compliance, and innovation while providing mentorship to regional teams and contributing to the evolution of enterprise-wide standards and tools.

Main Duties and Responsibilities:

End-User & Service Desk Support

• Serve as an escalation point for L1/L2 service desk issues; troubleshoot complex endpoint and network issues
• Monitor, triage, and resolve tickets in line with SLA targets; maintain ITSM best practices (ITIL)
• Publish resolutions, training materials, and DIY guides for frequent support issues
• Facilitate onboarding/offboarding with account provisioning, device setup, and access configuration
• Develop dashboards and reports on ticket trends to identify automation and training opportunities
• Network Printer support; Network printer setup, installation, troubleshooting and general print server availability

Infrastructure & Systems Administration

• Maintain enterprise Windows Server environments (2008 - latest), to include, but not limited to; Active Directory, DNS, DHCP, RDS, etc
• Manage Office 365 and Azure AD environments, to include, but not limited to; O365 license management, Teams, Exchange, and SharePoint
• Support virtual server environments (VMware, Hyper-V) and perform systems health checks, patching, and capacity planning
• Administer backup and disaster recovery systems, ensuring data integrity and high availability
• Maintain documentation and diagrams of system architectures and standard operating procedures

Network & Security Operations

• Configure, monitor, and maintain routers, switches, firewalls, VPNs, and WiFi infrastructure
• Conduct regular vulnerability assessments and enforce endpoint and infrastructure security controls
• Manage internal and external SSL certificates, ensuring timely renewals
• Support ISO-27001 compliance initiatives through vulnerability remediation and audit preparation

IT Asset Management & Procurement

• Maintain an accurate inventory of IT equipment, infrastructure assets, and consumables
• Coordinate warranty claims, vendor repairs, and hardware lifecycle management
• Support IT budget planning through tracking of infrastructure usage and equipment needs
• Innovation & CoE Participation
• Collaborating with cross-functional teams
• Evaluate emerging technologies, participate in PoCs, and recommend enhancements to IT strategy
• Contribute to defining standards and blueprints used across regional IT teams
• Train junior engineers and service desk staff as part of knowledge transfer and CoE upskilling

Academic qualifications and experience required for job:

• Bachelor’s degree in information technology, Computer Science, or related field
• Minimum 5 years of progressive experience in infrastructure, service desk, and system administration roles
• Certifications preferred: ITIL v4, MCSA, AZ-800/801/900, Network+, Security+, CompTIA A+
• Strong knowledge of Microsoft stack, including Office 365, Active Directory, Exchange, Azure
• Familiarity with Linux OS environments (e.g., RHEL, CentOS, OEL) is an advantage
• Experience with tools like SCCM, SNMP monitoring, remote management tools, and backup systems

Functional Skills:

• High standard of effective communication and presentation skills is highly desirable
• Good organizational, reporting and documentation skills are highly desirable
• Ability to prioritize tasks and experience working in an agile operational environment using scrum boards
• Ability to liaise effectively with team members, business units and technology teams

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.