Senior Tier 1 Engineer

Digicel Group

. Deliver front-line intake, validation, initial diagnosis, service restoration, and customer communication according to SOPs, contracts, SLAs, and OLAs .

Posted 10/22/2026full-timePort of Spain • SpainSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident handling, technical troubleshooting, and service restoration within managed services and telecommunications environments. Proficient in ITIL and ITSM practices, with strong leadership and communication skills to effectively manage teams and coordinate across multiple stakeholders.

Highest-signal resume keywords

Incident HandlingTechnical TroubleshootingService RestorationITIL PracticesSLA Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Advanced Incident HandlingTechnical TroubleshootingService RestorationQueue ManagementEscalation CoordinationSLA-Driven Service DeliveryOperational Performance ManagementComplex Ticket ManagementEvidence-Based HandoffsContinuous Improvement

Soft Skills

Excellent CommunicationRelationship ManagementLeadershipSound JudgmentResilience Under Pressure

Tools & Technologies

BMC HelixMonitoring ToolsDiagnostic ToolsReporting ToolsRemote-Support ToolsCollaboration ToolsKnowledge-Management Tools

Industry Keywords

TelecommunicationsManaged ServicesTechnical SupportNOCService DeskITSMSOPsService Level AgreementsOperational ReadinessMajor Incident Support

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Deliver front-line intake, validation, initial diagnosis, service restoration, and customer communication according to SOPs, contracts, SLAs, and OLAs
Act as the senior operational and technical escalation point for Tier 1 Engineers
Maintain ownership of tickets and service requests from intake through triage, investigation, escalation, restoration, validation, and closure
Prioritize cases, provide timely updates, and coordinate escalation across resolver groups
Maintain complete, accurate, and auditable case records
Review cases, handoffs, and closure records for technical accuracy, evidence quality, and compliance
Support major incidents, recurring problems, service reviews, operational readiness, and continual improvement
Provide technical guidance, coaching, knowledge transfer, cross-skilling, and continuous learning for Tier 1 Engineers
Lead structured diagnosis of complex, recurring, and high-impact incidents using approved tools, topology, logs, alarms, configuration data, and knowledge articles
Apply and guide authorized restoration actions, validate recovery and service stability, and provide evidence-based handoffs
Control assigned complex tickets and team queues, including pending actions, aged cases, breach risks, workload balancing, and SLA exposure
Support high-priority and major incidents, incident bridges, PIR, RCA, known-error, workaround, and corrective-action activities
Communicate technical findings clearly to authorized customers and stakeholders
Own the practical use and improvement of SOPs, knowledge articles, service documentation, escalation matrices, contact lists, and diagnostic guides
Assess operational readiness for new or changed services and recommend improvements to training, access, monitoring, documentation, and escalation paths
Meet targets for SLA attainment, response, restoration, ticket quality, productivity, backlog, ageing, communication, and customer outcomes
Lead small improvement initiatives involving workflow, knowledge, monitoring, automation, or self-service enhancements
Deliver coaching, technical training, simulations, case reviews, knowledge sharing, and cross-skilling, with structured feedback to the Team Lead

Requirements

What you’ll need

Bachelor’s degree or diploma in Telecommunications, Information Technology, Computer Science, Engineering, or a related discipline, supported by significant experience in telecommunications, managed services, technical support, NOC, or service desk environments
Strong expertise in enterprise and managed services support, including advanced incident handling, technical troubleshooting, service restoration, major incident support, queue management, escalation coordination, and SLA-driven service delivery
Solid understanding of ITIL and ITSM practices
Proficiency in monitoring, diagnostic, reporting, remote-support, collaboration, and knowledge-management tools, including platforms such as BMC Helix
Excellent communication and relationship-management skills
Ability to coordinate across customers, vendors, service delivery teams, markets, and technical resolver groups
Demonstrated leadership, sound judgment, and resilience under pressure
Ability to manage priorities, coach and develop team members, maintain operational performance, and lead critical service-impacting incidents in a fast-paced environment