Since our launch in Jamaica in 2001, Digicel has expanded rapidly and now spans 32 markets in the Caribbean, Central America and Asia Pacific. In recent years we have evolved into a Total Communications and Entertainment provider by broadening our
Since our launch in Jamaica in 2001, Digicel has expanded rapidly and now spans 32 markets in the Caribbean, Central America and Asia Pacific. In recent years we have evolved into a Total Communications and Entertainment provider by broadening our products and services to include Cable TV and Broadband, Digital Advertising and Business Solutions. We are proud to serve our valued customers across a number of different platforms at home, at work and on the go. Employing over 6,500 people we have invested more than US$5 billion in our business worldwide to bring leading edge technologies and services to the countries in which we operate.
We take great pride in creating an EXTRAORDINARY work environment in which our people can excel. Digicel brings together smart, dedicated and energetic people from all walks of life. With 92 different nationalities represented, we are a truly global organisation.
Whether working within our technology, commercial or operational areas Digicel life is always engaging, dynamic, and above all rewarding. Our people are always looking to challenge the status quo and understand how we can be better for the good of our customers and our communities. Sound good?
Visit www.digicelgroup.com for more information.
IT Infrastructure Service Engineer Team Lead
Primary objective of the job:
Provide guidance and day to day support where required for the IT Infrastructure Services environment for Digicel Group. The IT Infrastructure Services environment at Digicel includes the Window Active Directory (AD) Network and Microsoft Server Applications, the office systems and desktop configurations supported by this network, the Blackberry Enterprise Server (BES) platform, and the Customer Care call handling systems which typically consist of PBXs, IVRs, Autodialers, and screen and audio recording systems amongst other technologies.
The role involves working closely with the various IT Infrastructure teams across Digicel Group for specific IT Infrastructure related projects and occasionally to assist with the resolution of persistent issues that adversely affect day to day operations.
Number of persons managed/supervised and their positions:
o None
Main Duties and Responsibilities:
1. Development, maintenance and ownership of policies and procedures pertaining to best practice administration and operations of the Windows Active Directory Network Environment in Digicel Group. This includes definitions and policies that are specific to the core software applications and business specific software applications that are required to be installed and operated on all computers that connect to the Digicel group Microsoft Windows Active Directory environment.
2. Ownership of policies and procedures pertaining to best practice administration and operations of the Microsoft Exchange Environment.
3. Ownership of policies and procedures pertaining to best practice administration and operations of the Microsoft Lync Environment.
4. Ownership of policies and procedures pertaining to best practice administration and operations for Blackberry Enterprise System (BES) and Windows Mobile environments installed across Digicel Group.
5. Ownership of policies and procedures pertaining to best practice administration and operations for the Customer Care call handling systems employed throughout Digicel Group, including: PBX, IVR, Audio and Screen recording, Auto dialers, work force management platforms.
6. Configuration and maintenance of IT security for the Microsoft Windows Active Directory and Microsoft Exchange Environments in accordance with the wider IT Security policies for Digicel group.
7. Monitoring and regular reporting on overall support status for all of the above environments mentioned above, including:'
o availability,
o backups,
o performance,
o trending of issues logged by users,
o accounts privileges (Admin and users).
o Patch management and updates.
8. Assisting in design and implementation of Customer Care call center solutions for the difference Call Center Solutions in Digicel
9. Assisting with the implementation and integration of other IT and Business projects from time to time as defined by the Group IT Infrastructure Services Manager.
Academic qualifications and experience required for job:
* First Degree, 3-year UTECH Diploma or professional qualification in the relevant discipline with a minimum of 5 years experience.
Functional Skills:
* Technical Knowledge
Windows Server and client Installation and Administration
SQL Server set-up and basic Database Administration
MS Exchange Server and client Installation and Administration
ISA Server Set up and Administration
Check Point Firewall Installation, Configuration and Administration
Remote Client Access Administration
CISCO Switch and Router Administration and configuration
Nortel Networks and Cisco PBX knowledge
Microsoft Great Plains eEnterprise set up and Administration
Nortel Networks Symposium Call Centre Server Administration
LAN and WAN Installation, configuration and Maintenance
Web Applications knowledge -> Web Servers, internet,
Systems development/programming knowledge -> Scripts, .net
Experience in configuration management, software maintenance and support.
Considerable experience in PC Support area (BIOS, pc configuration, drivers, windows and office, and network connectivity)
* Essential skills and experience:
Proactive and self motivated, action orientated and effective and punctual with action completion and follow up.
Service management - providing response, diagnosis, and resolution for problems raised with the application in accordance with the service levels agreed with the various user communities
Effective trouble shooting - problem analysis, resolution, and overall problem management.
Data analysis - high lighting peaks, troughs and exceptions in system transactions as part of optimizing overall system performance and process efficient.
Good reporting skills - i.e. will be required to provide regular progress updates on overall system performance, major issues, issues resolution against agree service levels
Very good communications skills - will need to be able to communicate effectively with a range of personnel involve in the project, including technical and non-technical personnel and ranging from the application vendor, Digicel's distributors, Digicel's dealers, store personnel, Digicel Customer Care and Digicel management.
Internal/External contacts:
Authority: (those task in which there is total control and autonomy in execution - e.g. approve vouchers, sign cheques, delegate task.) state limits where possible.
o
Working Condition: (e.g. dust, dirt, heat, abnormal hours, frequent travel, overtime, ect.
o May be required to travel to other Digicel location (Caribbean, Central America and Pacific). to perform maintenance activities.
o May be required to work outside of regular office hours from time to time to ensure delivery of critical projects or resolution or issues adversely affecting business operations.
In return, you will have the opportunity to work in a fast-paced, enterprising environment, where your skills will be valued and rewarded. Digicel recognizes our staff and management team are largely responsible for our success to date. Digicel's unique culture is driven by an entrepreneurial style encapsulated by our Chairman, board of directors and management, all seasoned telecom executives and industry experts with vast experience in building, expanding and marketing mobile services globally.