TAC Engineer I

Company description:

Digicel Group Limited

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions. 

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better-Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out. 

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets.

Visit www.digicelgroup.com for more.

Job description:

Job Title: TAC ENGINEER I

Primary objective of the job: 

As a TAC Engineer 1 you will act as the first point of contact for Managed Service customers contacting Digicel Business, to report issues and faults relating to their service.

The primary objective of the role is to provide first call resolution, triage and ticket categorization. This will be achieved by troubleshooting, diagnosing, and resolving incidents at the first point of contact and/or escalating the fault to one of the Tier 2 engineers, or 2nd line specialist teams to investigate and resolve.

Throughout this process, you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the intermediate between the customer and DIGICEL Business, by providing timely updates and ensuring the fault is given the correct level of priority and attention.

This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to customers and an acceptable degree of technical knowledge across various technologies and products.

Main Duties and Responsibilities:

• • Responsible for performing day-to-day proactive surveillance and analysis of customer networks and infrastructure components to ensure uptime
  • Perform fault handling and escalation to resolution, identify and respond to faults on any of the DIGICEL networks or infrastructure, including liaising with 3rd party Suppliers and Vendors
  • Initiate troubleshooting and diagnostic fault isolation tasks, required to promptly restore services and minimize customer impact
  • Open incident tickets, provide customers with periodic updates on all reported incidents and ensure tickets are updated and closed after resolution
  • Assist with the development and preparation of outage reports (RFO, RCA)
  • Responsible for working with field engineers, smart hands personnel and regional Facilities engineers for resolution of incidents
  • Aggressively pursue third party providers for immediate identification and resolution of customer related network problems
  • Maintenance of the TAC technical documentation to ensure processes and procedures used throughout normal operations are updated
  • Manage customer complaints in a timely manner by following defined TAC procedures
  • Maintain and develop own knowledge and skills to assist with first time fault resolution
  • Maintain Knowledge Management Database and Share knowledge with team colleagues
  • Perform miscellaneous job-related duties as assigned by the TAC Team Lead

Academic Qualifications and Experience Required:

• • Bachelor’s Degree in Information Technology, Business Studies, Computing or relevant Subject
  • CCNA or Equivalent Qualifications
  • A minimum of twelve to eighteen (12-18) months’ experience in a Technical Support or similar role
  • Experience with network monitoring tools and protocols (MRTG, RRD, NAGIOS, and SNMP)

• • Experience with scripting (Perl, Bash) and other web application languages (SQL, PHP)
  • Experience in analyzing system and network performance using monitoring and graphical data and diagnosing network and service issues till resolution
  • Experience with switching and internet routing technologies

Functional Skills:

• • Basic knowledge of the OSI model, switching and internet routing technologies
  • Understanding of ITIL framework and application in telecom/IT environment
  • Proven track record within a NOC, IT or ISP environment
  • Ability to work on call and in a 24/7 NOC environment
  • Knowledge of Linux kernel, command line and system diagnostics
  • Strong network diagnostic skills
  • Ability to assess faults, prioritize, respond and escalate accordingly
  • Good technical or WIKI documentation skills
  • Excellent analytical and problem-solving skills & organizational skills
  • A strong aptitude for self-directed learning
  • Excellent written and verbal communication skills
  • Team Player, willing to work on a shift in 24-hour operation