ICT Technical Support Engineer Intern

Company description:

Digicel Group Limited

Job description:

Primary Objective of the Job: 

The ICT Technical Support Engineer Intern is required to support the migration of all ICT services (WiMax, Cloud, FTTB & FTTH) from the Jamaica Legacy BroadSoft Platform and Oracle SBCs to the new BroadWorks Digicel Centralized Platform (BW-DCP) located in Miami and New York. The Intern will maintain all procedures that are developed and implemented to enforce and sustain the highest quality of services to our customers, in a manner consistent with agreed SLAs and business objectives.

Main Duties and Responsibilities:

• Participate in on-the-job training/formularization exercise with experienced ICT team members
• Verify remote reachability and access to customer devices
• Identify device type (ATA, PBX, SBC or IAD routers)
• Confirm with the customer when would be the best time/day to migrate their services to the new BW-DCP
• Collaborate with VoIP/NSS/Headend/Application/Business Solution engineers to decide on the best migration strategy
• Make changes to the customer device for the Registration Proxy IP Address
• Reboots device to force the device to de-register from pre-existing configuration and attempt a fresh registration to the BW-DCP
• Validates call flow for the customer line either directly, or with TAC’s own resources
• Monitor customer fault reports and performance statistics and ensure that corrective measures are implemented if outages or network degradation are detected post migration
• Provide timely and accurate reports as per business requirement

Academic qualifications and experience required for job:

• Completed or pursuing a University degree in the fields of Electronic/Telecommunications Engineering, Computer Science, Information Technology or equivalent or
• Cisco CCNA Voice Certification and any work experience in IP Voice & Data Technology

Functional Skills:

Any working knowledge of the following items would be an asset: 

• 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 GNOC. 
• Program management of medium to large projects, preferably rolled out to users across multiple sites 
• Analytical and performance reporting/generating tools
• Knowledge of OS such as Linux/Unix and Windows