The Service Delivery Engineer works within a highly technical and dynamic team. Service Delivery Engineers are responsible for managing service level agreements by ensuring that all services are delivered according to contractual commitments.
Company description:
Digicel Group Limited
Job description:
JOB TITLE: Service Delivery Engineer
DEPARTMENT: Technical
REPORTS TO (TITLE): Technical Manager
Primary objectives of the job:
The Service Delivery Engineer works within a highly technical and dynamic team. Service Delivery Engineers are responsible for managing service level agreements by ensuring that all services are delivered according to contractual commitments.
Service Delivery Engineers will be expected to communicate on daily basis with various customers and stakeholders (by e-mail and phone) on various issues including (but not limited to) to pre-sales, technical surveys, installation, configuration, troubleshooting and quality assurance of ICT & H&E nodes.
This role requires strong interpersonal skills, a demonstrated ability to build strong relationships in a liaison role with technical personnel at all levels, and a willingness to actively participate in crafting and facilitating technical delivery solutions
Main Duties and Responsibilities:
- Participate in the day-to-day operational aspects of Digicel’s ICT and H&E business.
- Maintain a detailed understanding of Digicel’s ICT and H&E service offerings, delivery processes and technical capabilities
- End-to-end troubleshooting of the ICT and H&E infrastructure
- Participation in the pre-sales process
- Ensure accurate and timely provisioning, maintenance and updates of all customer accounts
- Works with customers to manage priorities and expectations
- Contact customers to discuss/clarify request for services and manage email requests by processing.
- Answer and provide support to the Symposium telephone line for dealers and Dispatch Team as per agreed SLA
- Liaise with Sales Representatives and Account Managers, to validate, assess and analyze service requests and where necessary make amendments to service requests.
- Acknowledge receipt of orders by way of return call or email to customer/Account Manager.
- Assist with TDD/LTE production and high level reports
- Assist with managing service desk daily ensuring all tickets are updated accordingly
- Leads problem resolution efforts and post-incident reviews
- Identify, document and implement process improvement initiatives
- Work with other business units within the company, attend and participate in staff meetings and other meetings as necessary
- Perform any other job related duties that may be required
Academic qualifications and experience required for job: (Minimum)
- Degree in telecommunications, engineering or related field
- 2- 3 years experience in a similar field
- IP Networking certifications with solid hands on experience. Cisco and Juniper certification preferred
- Must have a valid driver’s license.
- Knowledge of Microsoft applications; Word, PowerPoint, Office Outlook, and Excel
Specialized knowledge, skills and training Required: (Minimum)
- Ability to define and work to different requirements for different locations
- Functioning in a self-managed, unstructured environment
- Ability to prioritize multiple tasks and organize work to meet deadlines and multiple requests
- Ability to adapt quickly to change and handle ambiguity
- Strong customer service orientation
- Ability to work effectively with cross functional groups and participate in problem solving process
- Ability to develop and implement standards and procedures
- Strong analytical and problem-solving skills