Job Summary
As an ICT Managed Service Desk Engineer (III) 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 timely expert level support to escalated technical issues. This will be achieved by troubleshooting, diagnosing and resolving problems or escalating the fault to one of our vendor/supplier specialist teams to investigate and resolve.
Throughout this process you will remain the single point of contact with the TIER 2 team who will maintain ownership of the original fault and act as the main point of contact between the customer team and DIGICEL Business. You will provide timely updates while ensuring the fault is given the correct level of priority and attention.
Essential Duties and Responsibilities:
Handle incoming faults in a professional, courteous manner over the phone and via email
- Take ownership of faults and managing them in a logical and methodical manner
- Correct, update, log incidents and faults,
- Categorize and prioritize line with team procedures
- Conduct a full and thorough diagnostics with Tier 2 and end users to ensure resolution in line with agreed SLAs
- To ensure faults are progressed and cleared within SLA – escalating to other internal and external teams as appropriate
- Manage faults through their entire lifecycle from TIER 2 Teams until resolution, proactively keeping internal teams informed of progress
- Diagnose and resolving problems to the customers satisfaction
- Maintain and develop own knowledge and skills to assist with fault resolution
- Identify and escalate repeat issues or service risks into service management teams and vendors product specialist
- Maintain Knowledge Management Database and Share knowledge with team colleagues
- Work with Tier 2 to manage a number of scheduled tasks for customers, to ensure that the customer’s systems remain operational
- Maintain the necessary technical certification and knowledge of data and security technologies. Keep abreast of developments of new service offerings for Digicel Business with an aim to improve on customer solutions and delivery
- Performs miscellaneous job-related duties as assigned by the Regional Operations Manager or Head of Managed Service Operations
- Provide post implementation support to customers to ensure customer satisfaction with the Solutions deployed. Report on any inconsistencies and assist with the required escalations and/or corrective action
- Ensure adequate coverage for the 24 X 7 x 365 environment so the infrastructure runs effectively at all times. This includes continuous monitoring of services and making every reasonable effort to restore service interruptions as quickly as possible
Minimums Qualification/ Requirements:
Essential:
- A Bachelor’s Degree in Electrical Engineering, Computer Science or Information Systems
- Minimum of seven (7) years’ experience in an implementation or support role in business to business managed services technologies
- Cisco Certified Network Professional (CCNP)
- Fortinet Certified Network Security Expert Level 4 or higher
- Broad-soft Managed voice certification
- Experience and professional certification may be considered in lieu of educational background
- ITIL certification, knowledge of ISO 20000 standards and best practice
Desirable:
Familiar with working on Windows 2003/Windows 2008, or Linux based distributions (preferably within a hosting environment)
- Microsoft Certified Solutions Engineer (MCSE)
- A keen interest in networking and WAN technology
- Knowledge of Networking, Voice and Telecommunications
- Red Hat Certified System Administrator (RHCSA) or equivalent
- Working knowledge of – MS Word, Excel, Access and PowerPoint
