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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 .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident management, service restoration, and escalation coordination within telecommunications and managed services environments. Proficient in ITIL practices and skilled in using monitoring and diagnostic tools to enhance operational performance and customer outcomes.
Highest-signal resume keywords
Incident ManagementService RestorationSLA-Driven Service DeliveryITIL PracticesTechnical Troubleshooting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident HandlingQueue ManagementTechnical TroubleshootingService RestorationMajor Incident SupportEscalation CoordinationOperational Performance ManagementDiagnostic ToolsMonitoring ToolsKnowledge Management
Soft Skills
Excellent CommunicationRelationship ManagementLeadershipSound JudgmentResilience Under Pressure
Tools & Technologies
BMC HelixRemote-Support ToolsCollaboration ToolsReporting ToolsDiagnostic Tools
Industry Keywords
TelecommunicationsManaged ServicesTechnical SupportNOCService DeskITILITSMSOPsSLAsOLAs
Tech Stack
Tools & technologiesITSM
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
- Serve as the senior operational and technical escalation point for Tier 1 Engineers
- Maintain ownership of tickets and service requests from intake through closure
- Prioritize cases, provide timely updates, and escalate high-severity, widespread, or contractual-risk conditions
- Lead structured diagnosis of complex, recurring, and high-impact incidents using tools, topology, logs, alarms, configuration data, and knowledge articles
- Apply and guide authorized restoration actions and validate service recovery and stability
- Provide evidence-based handoffs to resolver, market, vendor, or engineering teams
- Control assigned tickets and team queues, including pending actions, aged cases, breach risks, and SLA exposure
- Support high-priority and major incidents, incident bridges, PIR, RCA, known-error, workaround, and corrective-action activities
- Coordinate with customers, Incident Coordinators, Service Delivery, markets, Engineering, Field Operations, vendors, and resolver groups
- Communicate technical findings clearly to authorized customers and stakeholders
- Improve SOPs, knowledge articles, service documentation, escalation matrices, contact lists, and diagnostic guides
- Support onboarding and operational readiness for new or changed services
- Meet targets for SLA attainment, response, restoration, ticket quality, productivity, backlog, ageing, communication, and customer outcomes
- Lead improvement initiatives involving workflow, knowledge, monitoring, automation, and self-service
- Coach, train, simulate, review cases, share knowledge, and cross-skill Tier 1 Engineers
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
Benefits
Comp & perks- No specific benefits, perks, or compensation extras are stated in the posting