TAC Engineer II

Company description:

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of apps spanning sports, news, local radio and podcasts, TV streaming, enhanced messaging and marketplaces and self-care, Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more.

Job description:

Job Title: TAC Engineer II  

Primary objective of the job:

As a TAC Engineer (II) you will act as an escalated 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 resolution of incidents with service level agreements set with the customer.  This will be achieved by troubleshooting, diagnosing and resolving problems at the when routed from TAC Tier I support and/or escalating the fault to 3rd Party Vendor Support.

Throughout this process you will provide timely updates and ensure the incident is given the correct level of priority and attention.  

This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products including; Cloud or Virtualization technologies, Wi-Fi and Security, Unified Communication Systems (UCS), Data Services, Hosting (Linux and Windows), firewalls and/or WAN (wide area networks) technologies.

Main Duties and Responsibilities:

• Dealing with incidents  in a professional, courteous manner over the phone and via email
• Taking ownership of incidents and managing them in a logical and methodical manner
• Ensuring all faults are progressed and cleared within SLA – escalating to other internal and external teams as appropriate
• Diagnosing and resolving problems to the customers satisfaction
• Maintain and develop own knowledge and skills to assist with incident resolution
• Identify and escalate repeat issues or service risks into service management teams
• Maintain Knowledge Management Database and Share knowledge with team colleagues
• Manage a number of scheduled tasks for customers, designed to ensure that the customers 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 support
• Performs miscellaneous job-related duties as assigned by the TAC Team Leader
• 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
• Ensures all customer elements are monitored and have notification and escalation policy triggers
• Address complicated support issues that are escalated by team members and/or customers
•  Ensure communication of service disruptions is delivered to users who will/may be affected
• Resolve any issues related to data centre, telephony & network services to provide maximum network and telecommunication availability, reliability, and flexibility
• Resolve unusual or escalated customer service issues related to all managed Technologies
• Provide analysis of performance, monitoring and reporting on customer satisfaction and identifying opportunities for improvement in processes and systems
• Responsible for informing Management and peers about network performance and service availability

Academic Qualifications and Experience Required:

• A Bachelor's Degree in Electrical Engineering, Computer Science or Information Systems
• Minimum of five (5) years’ experience in an implementation or support role in business to business managed services technologies.
• Cisco certified network associate (CCNA) or
• Microsoft certified solutions associate (MCSA) or
• Fortinet certified Network Security Expert (FCNSA) or
• ITIL certification, knowledge of ISO 20000 standards and best practices.

Functional Skills:

• Commitment to work on an on-call and or rotational shift basis for 24x7x365 coverage to DIGICEL Business customers
• Excellent verbal and written communications, interpersonal and presentation skills
• Ability to perform work responsibilities in a neat, thorough, and organized manner
• Proven troubleshooting and problem solving skills are required
• Must maintain confidentiality in all company and customer related matters
• Must be able to demonstrate a customer first approach to support
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels
• Natural aptitude for troubleshooting & problem solving
• Have solid experience in a service desk or technical support environment
• Highly organized and able to work on own initiative to complete the range of tasks required
• Flexible and willing to work outside core business hours as required
• Must be able to demonstrate a customer first approach to support
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels
• Have solid experience in a helpdesk or technical support environment
• Highly organized and able to work on own initiative to complete the range of tasks required
• Flexible and willing to work outside core business hours as required