IT Support 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.

JOB TITLE: IT Support Engineer

Primary objective of the job:

The IT Support Engineer will maintain and support the IT operations of Digicel. The responsibilities will include but not be limited to: maintaining Windows Servers, Linux Servers, Windows Desktops, Printers, IT systems backups, LAN, WAN and Internet connectivity, Network Nodes, software applications, support for IT systems across the Digicel retail stores.

Main duties and responsibilities:

Key Responsibilities:

• Provide IT support to internal users, responding to service requests and incidents in a timely manner.
• Troubleshoot and resolve hardware and software issues, including network problems, operating systems, and application-related issues.
• Install, configure, and maintain all IT equipment, software, and peripheral devices, ensuring all systems are up-to-date and secure.
• Manage and support virtualised environments (e.g., VMware, Hyper-V) by configuring, maintaining, and troubleshooting virtual machines and server infrastructure to ensure efficiency and high availability.
• Manage, configure, and troubleshoot video conferencing systems (e.g., Microsoft Teams, Zoom, Cisco Webex) to ensure smooth and seamless communication for virtual meetings, presentations, and collaboration across teams.
• Oversee and troubleshoot VoIP systems and services, ensuring reliable call quality, uptime, and performance of voice communication tools used by staff.
• Monitor system performance and conduct regular health checks to prevent potential issues.
• Support network infrastructure, including routers, switches, and firewalls, ensuring seamless connectivity and security.
• Assist with user account management, including password resets, user access control, and security configurations.
• Create and maintain accurate documentation for IT service requests, hardware inventories, troubleshooting guides, knowledge base articles, and system configurations.
• Collaborate with other IT team members to resolve complex technical issues and improve system efficiency.
• Ensure adherence to IT security policies and procedures, including antivirus protection, data backup, and software updates.
• Provide training and support for end-users on new software and IT systems, and assist in onboarding new staff.
• Assist in the preparation and execution of IT projects, such as system upgrades or installations.
• Stay up to date with the latest technology trends and recommend improvements to IT infrastructure.
• Be available outside regular working hours to provide emergency support and respond to urgent issues as they arise.

Academic qualifications and experience required for job:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5 years of hands-on experience in IT Support or Technical support roles, preferably in a fast-paced, enterprise environment.
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• Hands-on experience with virtualised environments (e.g., VMware, Hyper-V, or similar platforms).
• Strong knowledge of Windows, Mac, and Linux operating systems.
• Experience with network troubleshooting (TCP/IP, DNS, DHCP, etc.).
• Proficiency with Microsoft Office 365, Active Directory, and other enterprise applications.
• Familiarity with IT ticketing systems and remote support tools.
• Familiarity with VoIP systems, including setup, management, and troubleshooting is a plus.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organisational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment.

BUSINESS SKILLS

• Report and business Writing Skills

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.