Senior Tier 1 Engineer (Business & Managed Services)

About the role

Digicel is looking for an experienced technical practitioner as a Senior TAC Tier 1 Engineer for its Business customer and managed-services portfolio. Reporting to the TAC Tier 1 Team Lead, the role is the senior escalation point within Tier 1, handling complex, high-impact cases, protecting service availability and contractual commitments, and strengthening Tier 1 execution through technical guidance, quality oversight, coaching and operational ownership.

Key responsibilities

• Deliver consistent front-line intake, validation, initial diagnosis, service restoration and customer communication in line with approved SOPs, contracts, SLAs and OLAs.
• Act as the senior operational and technical escalation point, giving timely direction on complex diagnosis, restoration, priority and escalation decisions.
• Maintain ownership of tickets from intake through triage, investigation, escalation, restoration, validation and closure, with complete, auditable records.
• Review selected cases, handoffs and closure records for technical accuracy and compliance, and coach Tier 1 Engineers through case reviews, knowledge transfer and cross-skilling.
• Support major incidents, recurring problems, service reviews and operational readiness, and refer qualifying cases to Problem Management.
• Control complex tickets, monitor team queues and SLA breaches, and escalate stalled progress or aged backlogs through the approved matrix.
• Communicate clearly with customers and stakeholders, translating technical findings into customer-appropriate information while protecting confidentiality and contractual obligations.
• Own the practical use and improvement of SOPs, knowledge articles, escalation matrices and diagnostic guides, and support onboarding of new customers, products and services.