in its Commercial Division with duty station in “Belize City”
ABOUT DIGI: Digi owns and operates an extensive telecommunications network throughout the country of Belize in wireline, wireless and data services. The company offers and uses a wide range of products and technologies that include fixed line telephone service, fixed wireless, national and international calling services, prepaid services, an advanced LTE mobile network, international voice, and data roaming, Fiber internet and data services.
ABOUT ROLE:The Corporate Technical Support (CTS) Technician is responsible for the troubleshooting of faults and restoration of services for BTL’s corporate customers within set Service Level Agreement time. The incumbent supports the DigiLearn program, operates the Helpdesk to track and resolved tickets, performs preventative maintenance and 24/7 environment operation of the active networks in their assigned area. Additionally, the CTS Technician assists in developing documented processes and procedures to improve existing ones. This position reports to the Corporate Technical Solutions Manager.
QUALIFICATION & SKILL REQUIREMENTS:
- Associates Degree in Telecommunications, Technical Services, or similar field.
- Cisco Certified Network Associate (CCNA) or IP Networking certificate.
- Certified in Private Branching Exchange (PBX), including SIP Trunking.
- Minimum five (5) years’ experience in Operations Technical Support or relative working experience.
- Capacity to understand current and planned BTL network.
- Knowledge of Transport, mainly active layer for FFTH, DTN Services, point to point, internal IP networks, PBX, cloud solution.
- Proficiency in Microsoft Suite (i.e., Word, Excel, PowerPoint, etc.)
- Ability to meet deadlines and work beyond regular business hours when necessary.
- Strong positive attitude to corporate goals & self-development.
- Possess proficient level in written and verbal communications.
- Maintain a high level of professionalism and confidentiality.
- Comply with all company policies and regulations.
- Valid Standard Driver’s License.
MAIN RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:
Operations & Maintenance
- Investigate and resolve trouble tickets/faults for corporate customers.
- Maintain installation and fault Service Level Agreements for all corporate customers. Escalate any related issue in accordance with customers Service Level Agreements.
- Perform scheduled preventative maintenance for company network and corporate customers.
- Provide first level support in the event of active network outages. Coordinate incident and problem management.
- Take new active network elements and new software versions and/or functionalities into operation after acceptance (testing) of network engineering project deliverables.
Customer Centricity
- Guide corporate customers through software installation process on their machines and program start up.
- Guide corporate customers through troubleshooting process when a fault is resolved.
- Perform post-resolution follow-ups with corporate customer to help minimize repetition of faults.
Documenting & Analytics
- Provide detailed status/resolution reports of faults to zone manager.
- Report on preventative maintenance to highlight any risks and minimize the number of faults.
- Document, catalogue, and upkeep all corporate customers Network Topology Diagram and different services.
- Document the end-to-end architecture and services flows per corporate customer.
- Provide weekly and monthly reports on corporate customer status and passive/active layer per area.
- Prepare and analyse reports for service improvements.
PERSONAL ATTRIBUTES:
- Friendly interpersonal skills, ability to communicate in an honest and direct manner with customers and teams across the organization.
- Ability to effectively present ideas in a confident manner.
- High level of integrity and dependability with a strong sense of urgency and results-orientation.
- Agile, collaborative, and accountable in the execution of job functions.
ABOUT OUR OFFER: Attractive compensation and benefits package commensurate with experience and qualifications.
If you are interested in joining our team, letter of application accompanied with detailed Curriculum Vitae and contact details of three (3) recent professional references should be submitted electronically no later than Friday, August 19th, 2022, and addressed to:
Employee Relations Manager
Belize Telemedia Limited
digicareers@livedigi.com