ICT Implementation Engineer

Primary objective of the job:
The ICT Implementation Engineer is responsible for rollout of network elements and delivery of services to our customers. The job holder will maintain all procedures that are developed and implemented to enforce and sustain the highest quality of services in a manner consistent with agreed Service Level Agreement and business objectives.

The Engineer is responsible for ensuring that all service delivery targets are achieved by engaging all key stakeholders in accordance with internal SLA's and Key Performance Indicators.

The Engineer is also responsible for ensuring that proactive management and support for all nodes, systems and network elements are provided in support of Digicel's business strategy and commitments to our customers to deliver high quality services where it is deemed necessary.

To provide assistance to all key stakeholders in ensuring that best practices are developed and practiced for all technologies and services that are deployed.

Number of persons managed/supervised and their positions:
- None

Main Duties and Responsibilities:
- Ensures that services are delivered to customers in a timely and professional manner.
- Promptly resolve all network and customer related issues.
- Do preventive and corrective maintenance of infrastructure to prevent inadvertent outages of service to our customers.
- Execute service provisioning and systems integration for all services consistent with standard service profiles and best performance standards.
- Ensure that the NOC/Managed Service Center and the relevant fault management systems have full view of all network nodes and elements in order to provide proactive monitoring and fault reporting. These details need to be provided at completion of implementation to the MSC as part of Acceptance into Service (AIS)
- Ensure that all customer network nodes and elements are properly tested and accepted in accordance with Acceptance Test Procedures (ATP) prior to being commissioned into service.
- Ensure that end to end systems are properly monitored, support/maintenance contracts are adequate and necessary performance measurement tools and reports are implemented.
- Ensure that all systems and network elements are implemented with the appropriate level of security, and interfaced to allow for full surveillance and remote monitoring.
- Perform R&D with a view of continuously improving on, technology, products and services and customer experience.
- Monitor customer fault reports and performance statistics and ensure that corrective measures are implemented whenever outages or network degradation are detected.
- Liaise with Service Delivery Management team to ensure timely, accurate and professional delivery and maintenance of services.
- Provide timely and accurate reports as per business requirement.
- Attend technical meetings with internal and external stakeholders
- Conduct pre-installation site surveys to ensure all is in place for actual installations
- Prepare Scope of Work (SOW) documents for all installations
- Ensure Acceptance Test Plan (ATP) are executed at the end of each installation and signed by customer
- Ensure that Customer Acceptance Form (CAF) and Customer Premise Equipment Form (CPEF) are signed by customer at the end of each installation.
- Provide all the relevant information needed for AIS
- Ensures that services are delivered to customers in a timely and professional manner.

Academic qualifications and experience required for job:
- B.Sc. in Computer Science or equivalent with at least three (3) years experience in IP & Data technology.
- Cisco CCNA, CCNP, CCNP Voice or Check Point CCSA/CCSE will be an asset. Other technologies such as Avaya and HP are also relevant and highly desireable.

Functional Skills:
The individual must have practical experience with:
- Network Management Systems (NMS) and report generation.
- Installation and configuration of Cisco Routers/Switches/IP PBX, Avaya IP PBX (Ip Office and Aura if possible), Check Point Firewall, Wireless Routers/Access Points, Voice Gateways and Analog Terminal Adaptor
- Functional operations, maintenance of Video and VoIP technologies.
- Fault management and functional integration/operation of the MSC
- Network Security.
- Structure and operation of Internet gateway links.
- Network planning, engineering and development.
- Equipment evaluation and selection process
- Report writing & analysis.

Additionally, the individual should be familiar with:
- Project management of medium to large projects, preferably rolled out to users across multiple sites
- Growing trends with technology especially in the areas of IP/IT technology.
- Analytical and performance reporting/generating tools.
- Electronic requisitioning and work-flow based approval systems
- SLA development and performance management tools.
- Knowledge of OS such as Linux/Unix and Windows is an asset.

Internal/External contacts:
The individual will be required to liaise with the following internal/external contacts.
Internal
- ICT Pre-Sales
- Digicel Business
- Product Development
- Information Technology
- Technical
External
- External contractors and partners
- Network Access Providers

Working Condition:
- Required to work normal hours of Monday to Friday 8am - 5pm
- Required to work late evenings, weekends and public holidays if required
- Required to travel to remote locations
- Required to travel overseas

Key Performance Indicators:
- Maintain the systems to ensure adherence to customers SLA
- Ensure that all faults are acknowledged and escalated within agreed SLA
- Ensure that all installations and site surveys are completed within agreed timelines
- Ensure installations are completed in the agreed timelines set by the Project Manager
- Ensure that all supporting documents are completed within agreed timelines relating to final installation and passed to the relevant teams.