ICT 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 for more.

JOB TITLE: DEPARTMENT:

ICT Engineer Service Delivery

REPORTS TO:

Field Force Manager

Primary objective of the job:

An ICT Implementation Engineer assumes a key role in supporting the Digicel Business Solutions product portfolio and its customers through the execution of:

In Field Site Surveys

Solution/Product scoping, designing and delivery

Service installations inclusive of last mile connectivity

Planned maintenance works and scheduled routines

Configuration of ICT infrastructure at customer premises and Digicel’s Point of Presence (PoP) and Data Centers on a wide array of hardware and technologies, including but not limited to Microwave, Cellular Gateway, Fibre, IP/MPLS, Voice, Cloud PBX and Wireless networks and/or equipment

The desired person must have a strong work ethic and must be able to work under pressure. Due to the nature of the business, anti-social hours (ON-CALL) i.e. nighttime working will be expected as and when required

Number of persons managed/supervised and their positions:

No direct reports

Main Duties and Responsibilities:

Customer Service:

Schedule and perform on-site installation, repair, maintenance, and testing activities of Data Circuits, Hosted and On-Premise PABX, Cloud PBX, Wifi and other services within the Business Solutions Managed Services portfolio at customer sites adhering to company quality standards and within defined SLA

Perform remote support and configuration on equipment and circuits as and when necessary

Manage schedule and communicate accordingly with other Support teams, and/or customers such that an excellent service experience is created

Comprehend customer requirements and make appropriate recommendations/ briefings. Where uncertain, ensure that the requisite interface is built between Digicel Business Solutions and the customer

Ensure handover process and NMS integration is completed before completing any installation job

Participate in site surveys and site meetings

Build positive relationships with customers

Training:

Assist with the development and execution of training programs for Technical ICT Engineers and Support teams on the deployment and support of Business Solutions Managed Services products and services

Provide support to Managed Service Help Desk and Business Solutions sales personnel to aid in the development of their job knowledge and competencies

Product Development:

Partner with Products, Planning & Optimization and Core Teams in the scoping, designing, implementation and testing of existing and new Business Solutions products

Brand Ambassador:

Guarantee representation of the Digicel brand by always acting and dressing professionally (UNIFORMS)

Ticket Management:

Monitors ticket queues during normal business hours

Ensure all assigned tickets are handled per SLAs

Update tickets in timely manner and with detailed and accurate information on findings and time of resolution

Documentation:

Document configurations, as-builts and processes pertaining to ICT equipment and services

Document and maintain SoPs around the delivery and support of Managed Services products

Document and maintain a record of all customer interactions

Secure sign-off from customers for services performed

Operations and Maintenance:

Part-take in operational acceptance testing of new ICT Hardware

Assist in the development, testing and roll out of new Managed Services products

Follow all company’s filed procedures and protocols

Perform physical preventative maintenance for CARCIP Distribution Sites on ICT customer nodes as defined within operational standards to maintain 99.99% uptime for the circuits or hardware under management

Perform on-site installation, repair, maintenance and test activities of ICT Services at Digicel’s PoPs and Data Centers

Desk Top and Field QC within Service Delivery Work Order Systems

Incident Management:

Comply with the company’s Incident Management Policy

Diagnose errors or technical problems and determine proper solutions

Produce detailed verbal and written reports pertaining to root-cause

Contractor Management:

Guide, assess and acceptance test, work performed by Sub-Contractors to ensure that it meets the necessary standards

Change Management:

Develop MOPs and complete RFC documentation to meet Company’s Standards

Hardware Assessment:

Assess product/equipment performance based on field support data; recommend modifications or improvements

Tools:

Ensures that tools and test equipment are properly maintained and calibrated

Communication:

Maintains clear and concise business communication proficiency, both oral and written

Policies:

Follow all company’s filed procedures and protocols

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

Working safely is a continuing condition of employment. Digicel\s committed to establishing and maintaining a safe and healthy working environment and considers safety to be an integral aspect of every job function. As a condition of your employment, you will be required to observe and fully comply with all HSE rules / policies / procedures and applicable legislative provisions as well as wear the appropriate Personal Protective Equipment (PPE) where and when applicable

Academic qualifications and experience required for job:

BSc. Electrical and Computer Engineering / Computer Science / ICT or related field of study

Strong understanding of the following

IP principles and OSI model

Switching and Layer 2 technologies (STP, QoS, Policy maps, Port security)

Routing and commonly used protocols (OSPF, BGP, EIGRP, Access lists, Distribution lists)

Service Provider Technologies (MPLS, L2VPN, L3VPN, WAN Principles)

Voice protocols – SIP, E1, T1

VOIP Telephony / AudioCodes gateways / Broadsoft / PBX equipment / Handsets

Security / Firewall Appliances

Cloud Computing

Wireless IEEE 802.11

Mobile telecommunications

Certifications:

In tandem with the above, at least associate level in one or more of the following will be desired

Cisco (CCNA, CCNA Service Provider, CCNA Collaboration, CCNA Security)

Juniper (JNCIA-Junos, JNCIA-SEC)

Fortinet (NSE4)

Huawei (HCIA-R&S, HCIA-Security)

Avaya – (ACSS,ACIS, ASPS, AIPS)

Meraki – CNMO, CNMA

Functional Skills:

Be ambitious, driven and passionate about all things related to ICT, with an excellent comprehension of how the industry works and the key world players

Have polished presentation, communication, and analytical skills

Have an adaptive style in being able to communicate often technical ideas in simple terms

Have strong organizational skills, being able to manage multiple projects at once

Customer service oriented

Attentive to detail

Self-motivated and results-oriented approach to work

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.

Strong communication (oral and written) and interpersonal skills.

Proficiency in Microsoft Office 365 Suite (Word, Excel, Power Point, Outlook, Onedrive, Teams, etc)

Report / business Writing Skills

Authority: (those tasks in which there is total control and autonomy in execution – e.g. approve vouchers, sign cheques, delegate task.) state limits where possible.

Adds, removals, service changes to customer base

Training exercises

Customer engagements

Proactive maintenance of plant (subject to Change Request Process)

Working Condition: (e.g. dust, dirt, heat, abnormal hours, frequent travel, overtime, etc.

Predominantly 9am – 5pm; may be required to work outside the set work hours to meet deadlines where necessary

Participate in a 24x7 call-out roster if required

Expected to operate within an “open” concept office environment

Daily commutes to and from customer locations.

Key Performance Indicators:

Average Time to Install

Average Restoration Time

Total Uptime

Service Availability

Customer Satisfaction Score

Customer Base

Revenues (direct and indirect)

Email Applications to:

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.