ICT Technician

Company description:

Digicel Group Limited

Job description:

Job Purpose:

To install and provide technical support and assistance for all Government/BAU Sites. Undertakes diagnosis and resolution of technical problems and may work directly with the Govt/BAU tech team (via telephone, email, chat room or instant message) to resolve. The technician also is responsible for the compilation of incident & various network and platform performance reports. Reports would be compiled by the Manager.

Key Objectives:

• Perform hands-on configuration & staging, installation, evaluation and interconnection of various GoCD network equipment.

• Provide on-site support for Second and Third Level NOC Support Engineers.

• Configure and install small office home networks at Corporate Customer premises.

Main Accountabilities:

• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

• Troubleshoot and resolve network and customer premise equipment issues.

• Perform and document GoCD network changes.

• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.

• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.

• Identifying and solving and problems that arise Cooperate Customer Computer Network system.

• To advise and find suitable network solutions to suit the needs of Cooperate clients.

• Provide Tier 2 support for all Customer Service and Business Solution customer queries.

• Diagnose and Apply fixes related to company issued computers, laptops, mobile devices, peripheral devices, phones.

• Assist Engineers or Technical Staff in project implementations.

Qualifications, Knowledge & Experience:

• Five CXC or G.C.E O’ Levels including Mathematic and English.
• Professional ITC certification such as CCNA, COMPTIA would be an advantage.

• Computer literate and proficiency in Micro Soft Suite (Word, Excel, PowerPoint, Outlook etc)

• Knowledge of ICT products and all associated hardware.

• Strong TCP/IP background and networking skills would be an advantage.

• Experience in Cisco equipment and management systems would be an asset.

• Ability to climb ladders and proficiency in the use of hand and power tools. Also lift and carry at times equipment or tools, often times in excess of 30 lbs.

Functional Skills & Abilities:

• Exceptional customer-facing skills

• Strong organizational skills

• Ability to manage and prioritize tasks efficiently

• Solid resource planning and problem solving skills

• Excellent verbal and written communication skills