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ob Title: ICT Engineer
Primary objective of the job:
As an ICT Engineer you will assume a key role in supporting the Digicel Business Solutions product portfolio and its customers through the execution of:
In Field Site Surveys
Solution/Product scoping, designing and delivery.
Service installations inclusive of last mile connectivity.
Planned maintenance works and schedules routines.
Provision of remote and infield monitoring and support 24/7/365
Configuration of ICT infrastructure at customer premises and Digicel’s PoPs and Data Centres on a wide array of hardware and technologies, including but not limited to Microwave, GSM, Fibre, IP/MPLS, Voice, Cloud and Wireless networks and/or equipment.
The desired person must have a strong work ethic and must be able to work under pressure. Due to the nature of the business, anti-social hours i.e. nighttime working will be expected as and when required.
Main Duties and Responsibilities:
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.
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 configurations, as-builts and processes pertaining to ICT equipment and services.
Document and maintain SoPs around the delivery and support of Managed Services products.
Document and maintain a record of all customer interactions.
Secure sign-off from customers for services performed.
Operations and Maintenance:
Participate in operational acceptance of new ICT Hardware.
Assist in the development, testing and roll out of new Managed Services products.
Perform physical preventative maintenance 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 Centres.
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 ATP 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
Academic Qualifications and Experience Required:
Bachelor’s Degree in Electrical and Computer Engineering / Computer Science / ICT or related field of study
Minimum 2 years’ experience performing similar role / duties.
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
Wireless IEEE 802.11
Mobile telecommunications
SIP / VoIP / Telephony
Certifications
In tandem with the work experience itemized 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)
AudioCodes – (ACA, ACP)
An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.
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 technical ideas in simple terms
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
DISCLAIMER:
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive list of activities, duties or responsibilities required of the incumbent. Incumbent may and probably will be asked to perform other duties as required. Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.
