After 12 years of operation, Digicel Group Limited has over 13 million customers across its 31 markets in the Caribbean, Central America and Asia-Pacific. The company is renowned for delivering best value, best service and best network. Dig
After 12 years of operation, Digicel Group Limited has over 13 million customers across its 31 markets in the Caribbean, Central America and Asia-Pacific. The company is renowned for delivering best value, best service and best network.
Digicel is the lead sponsor of Caribbean, Central American and Pacific sports teams, including the Special Olympics teams throughout these regions. Digicel sponsors the West Indies cricket team and is also the title sponsor of the Digicel Caribbean Cup. In the Pacific, Digicel is the proud sponsor of several national rugby teams and also sponsors the Vanuatu cricket team.
Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Jamaica, Haiti and Papua New Guinea which focus on educational, cultural and social development programmes.
Digicel is incorporated in Bermuda and its markets comprise: Anguilla, Antigua & Barbuda, Aruba, Barbados, Bermuda, Bonaire, the British Virgin Islands, the Cayman Islands, Curacao, Dominica, El Salvador, Fiji, French Guiana, Grenada, Guadeloupe, Guyana, Haiti, Jamaica, Martinique, Nauru, Panama, Papua New Guinea, Samoa, St Kitts & Nevis, St. Lucia, St. Vincent & the Grenadines, Suriname, Tonga, Trinidad & Tobago, Turks & Caicos and Vanuatu. Digicel also has coverage in St. Martin and St. Barts in the Caribbean
Visit www.digicelgroup.com for more information.
We invite applications for a new Digicel Opportunity - TAC - Support Engineer
Primary objective of the job:
The successful individual will be primarily responsible for receiving, troubleshooting and resolving Business Solutions/ICT technical product queries & issues experienced by Corporate Customers.
Number of persons supervised and their positions:
- None
Main Duties and Responsibilities:
- Provide Second level support to Digicel's Business Solutions customers across all product lines including but not limited to:
o Internet / Data / Voice
o Cloud Telephony / Backup / Computing
o IP PBX
o Data Center co-location.
- Receive, log, troubleshoot and resolve incidents escalated by Tier 1 Support
- Answer calls / e-mails coming in to the corporate queue relating to Business Solutions incidents / requests and queries.
- Investigate alerts and anomalies highlighted by customer monitoring systems (Solarwinds Orion).
- Liaise with the relevant departments within Digicel to ensure resolution of incidents / fulfillment of requests.
- Ensure that incidents are responded to and resolved within the relevant SLAs.
- Provide on-site support for Digicel sponsored events requiring wireless Internet or other business solutions services.
- Ensure all Site Visits are completed on time.
- Provide site visits /remote assistant for Professional Services.
- Conduct on-site troubleshooting / routine maintenance on the request of the Support Manager.
- Knowledge sharing/mentorship of tier1 technicians.
(Daily) Core Responsibilities
- Providing second level support for Business Solutions customers.
- Escalating incidents & ensuring resolution.
- Conducting site visits.
- Liaising with various departments to ensure resolution of incidents.
- Analyzing / diagnosing problems and making recommendations where necessary.
- Providing summary and detailed reports to Support Managers within the department.
- Highlighting areas of concern resulting from queries received.
- Maintaining accurate customer data in Solarwinds, Redknee and shared documents comprising a customer database.
- Logging/Categorizing of customers' queries/complaints/requests.
- Other Administrative duties
Academic qualifications and experience required for job:
- B.Sc.in Computer Science or Diploma in Computer Science or related field with at least Five (5) years' experience in IP voice & Data technology.
- Cisco CCNA Voice or Routing & Switching required; CCNP would be a plus.
- Experience with Cisco call manager and Avaya PBX/Systems required.
- Minimum 2 years' experience in a customer service environment.
Functional Skills:
The individual must have practical experience with:
- Installation and configuration of Cisco Routers/Switches/IP PBX, Nortel IP PBX/Legacy PBX, Check Point Firewall, Wireless Routers/Access Points, Voice Gateways and Analog Terminal Adaptors .
- Installation and configuration of Cloud Telephony devices.
- Intimate knowledge of Voice over IP protocols such as SIP.
- Functional operations, maintenance of Video and VoIP technologies.
- Excellent analytical and problem solving skills.
- Excellent organizational skills.
- A strong aptitude for self-directed learning.
- Excellent written and verbal communication skills.
- Driver's License and access to a vehicle for daily use.
Internal/External contacts:
The individual will be required to liaise with the following internal/external contacts.
Internal
o ICT Sales
o Digicel Business
o Technical
External
o External contractors and partners
Working Condition:
o Required to work normal hours of Monday to Friday 8am - 5pm
o Required to work late evenings, weekends, nights and public holidays if necessary.
o Required to travel to remote locations
o Required to travel overseas
o Driver's license required.
Key Performance Indicators:
o Ensure that all faults are acknowledged and escalated and resolved within agreed SLA.