ICT Technician

Company description:

Digicel Group Limited

Job description:

Primary objective of the job:

The ICT Technician is responsible for supporting the Digicel Business Solutions portfolio by delivering high-quality technical services and solutions to customers. This includes conducting site surveys, scoping, designing, and implementing ICT products and services, as well as performing installations, maintenance, and configuration of network and infrastructure equipment. The role involves working with a variety of technologies such as Microwave, Fibre, IP/MPLS, Cellular Gateways, Voice, Cloud PBX, and Wireless networks across customer sites, Points of Presence (PoPs), and Data Centers. The ideal candidate demonstrates strong technical expertise, professionalism, and the ability to work efficiently under pressure, including during non-standard hours as required to meet operational and customer needs.

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 and maintain SoPs around the delivery and support of Managed Services products
• Document configurations, as-builts and processes pertaining to ICT equipment and services
• 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
• 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 is 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

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

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
• Mobile Telecommunications
• Wireless IEEE 802.11

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