ICT Engineer
ICT Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
About Digicel
Enabling customers to live work play and flourish in a connected world Digicels 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 5000 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
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 Digicels 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 companys 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 Digicels PoPs and Data Centers
- Desk Top and Field QC within Service Delivery Work Order Systems
- Incident Management:
- Comply with the companys 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 Companys 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 companys 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. Digicels 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 (ACSSACIS 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)
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.
Employment Type
Part-Time
