TAC Engineer II

Company description:

Digicel Group Limited

Job description:

Primary objectives of the Job:

The ICT Technical Support Engineer ll is responsible for the maintenance and on-going support of Digicel’s ICT services and installed solutions. The job holder will maintain all procedures that are developed and implemented to enforce and sustain the highest quality of services in a manner consistent with agreed SLA and business objectives. The engineer is responsible for ensuring that proactive management and support for all nodes, systems and network elements are provided in support of Digicel’s business strategy and commitments to our customers to deliver high quality services.

The engineer is responsible for ensuring that all support SLA targets are achieved by engaging all key stakeholders such as, Service Delivery, Sales, 1st Level Support Technicians, NOC, Field Engineers, RF Engineers, Transmission Engineers, and Contractors in accordance with internal SLA’s and KPI’s. To provide assistance to all key stakeholders in ensuring that best practices are developed and practiced for all ICT technologies and services that are deployed.

Main Duties and Responsibilities:

• Promptly resolve all network and customer related issues
• Ensure that the NOC and fault management systems have full view of all network nodes and elements in order to provide proactive monitoring and fault reporting
• Ensure that all new and existing systems are best of breed and conforms to international standards ensuring easy technical integration with existing plug and play architecture 
• Ensure that end to end systems are properly monitored, support/maintenance contracts are adequate and necessary performance measurement tools and reports are implemented
• Ensure that all systems and network elements are designed and implemented with appropriate level of security, and interfaces to allow for full surveillance and remote monitoring
• Perform R&D with a view of continuously improving on, technology, products and services and customer experience
• Monitor customer fault reports and performance statistics and ensure that corrective measures are implemented whenever outages or network degradation are detected
• Provide timely and accurate reports as per business requirement
• 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 general product service information to prospective customers
• Provide on-site support for Digicel sponsored events requiring wireless Internet or other business solutions services
• Conduct on-site troubleshooting / routine maintenance on the request of the Support Manager

Academic Qualifications and Experience required:

• B.Sc.in Computer Science or equivalent
• At least three (3) years experience in IP voice & Data technology
• Cisco CCNA, CCNP, CCNP Voice or Check Point CCSA/CCSE is highly recommended

Functional Skills:

The individual must have practical experience with:

• Network Management Systems (NMS) and report generation
• 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
• Microsoft Cloud Services including Office 365, E-mail integration, Azure, Active Directory
• Functional operations, maintenance of Video and VoIP technologies
• Fault management and functional integration/operation of the NOC.
• Network Security
• Structure and operation of Internet gateway links
• Network planning, engineering and development
• Equipment evaluation and selection process
• Report analysis

Additionally, the individual should be familiar with:

• Program management of medium to large projects, preferably rolled out to users across multiple sites 
• Growing trends with technology especially in the areas of IP/IT technology
• Analytical and performance reporting/generating tools
• Electronic requisitioning and work-flow based approval systems
• SLA development and performance management tools
• Knowledge of OS such as Linux/Unix and Windows is an asset

The individual must have:

• Excellent analytical and problem solving skills
• Relentless attitude toward problem solving
• Strong aptitude for self-directed learning
• Ability to quickly incorporate new information into their personal knowledgebase
• Excellent written and verbal communication skills
• Drivers License and access to a vehicle for daily use