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CSC Tier 1 Engineer - Trinidad

Lot# 10 Road Reserve, Sunrise Corporate Park, Trinidad and Tobago Category: Consumer Sub-Category: Engineering
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Company Values

Our success depends on our people. What connects us, unites us and makes us ‘us’ is the passion and pride we have for creating moments that matter for our customers. So, wherever you choose to start your career at Liberty Latin America, we’re all guided by a shared vision, philosophy and principles that enable us to bring our culture to life. We do it the best and we do it with spirit.

  • Risk taking We’re empowered to take risks for our customers and each other. Making mistakes is OK.
  • Respectful We treat others like we want to be treated. It is nice to be important, but it is more important to be nice.
  • Honest We’re honest with others but, more importantly, we are honest with ourselves.
  • Hardworking We work hard for our customers, colleagues and investors.
  • Disciplined We’re consistent and we measure our performance. Commitments matter to us.

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Quote

What I love about our culture is the opportunities we create for our employees to grow their careers with us and the passion we have for growth. I love seeing people stretch and challenge themselves, working outside of their comfort zone and flourishing as a result. Doing great things for their self development, their families, our business and our customers.

Kerry Scott, Chief People Officer

Job Description

Purpose of the role

The role of the CSC Tier 1 Engineer is to provide 24x7x365 support of B2B customers by monitoring and serving as the first point of contact for any problem escalations. The CSC Tier 1 Engineer works cross-functionally with internal and external resources to resolve customer or network related issues. They proactively monitor customer premise equipment and troubleshoot any issues on customer premise and access networks.

Key Responsibilities

 Troubleshoot switching, digital, optical and associated telecommunications equipment from Customer Premise Equipment (CPE), to Core Access Network equipment

 Troubleshoot CE performance and provide performance statistics and reports

 Identifies, troubleshoots and resolve network related and connectivity problems encountered by C&W B2B customers

 Uses established tracking systems to log requests; monitors progress, track problem resolution, identifies patterns of failure, recommend or implements solutions and communicate with Senior group members regarding unresolved

 Perform basic fault analysis, isolation and remediation in switching, routing, optical and other technologies

 Maintain accurate records in a variety of tracking resources. For example by the use of CWC’s ticketing system

 Open trouble tickets for various customers, answering incoming telephone calls, responding to network alarms/event and customer emails regarding network connectivity problems or queries with a predetermined time frame

 Maintain a high closure rate while maintaining quality

 Develop extensive knowledge of CWC's Business Solutions

 Effectively manage ticket queues to ensure high customer satisfaction

 Escalate network problems both internally and externally to the appropriate level of support in compliance with set SLA’s

 Provide technical assistance and maintain contact with customers during service impacting network events

 Participate in network maintenance to confirm service is restored after completion of maintenance

 Troubleshooting experience within OSI Layers 1-5

 Respond to outages in accordance with business continuity

 Log all calls in the ticketing application by classifying and assigning personnel changed with restoring service

 Performs miscellaneous job-related duties as assigned by the Supervisor, Manager, Director or Vice President

Requirements

Formal Education & Certification

 Bachelor’s degree in Engineering/ Computer Science or equivalent work experience in lieu of formal education to be determined by hiring manager

 CCNA desirable

 Net+/A+ essential

 Familiarity with the principles of ITIL, certification preferred

Knowledge & Experience

1+ Years of technical experience working in a networking, Customer Service and NOC environments

1+ Years of experience with Cisco or Juniper devices

1+ Years of experience with troubleshooting IP switching and routing and managed services

Skills/Competencies

 Comprehensive understanding of troubleshooting hardware/software/network issues with an emphasis in TCP/IP infrastructures

 Must be able to understand networking routing and switching

 Punctual, regular and consistence attendance. Must be able to work nights and weekends, Variable schedule(s) as necessary

 Ability to function in a fast paced environment

 Work well in a busy team, being quick to learn and able to deal with a wide range of issues

 Strong analytical skills and able to collate and interpret data from various sources

Personal Attributes

 Ability to absorb and retain information quickly

 Demonstrates a work ethic based on productivity

 Pays keen attention to detail

 Able to effectively prioritize and execute tasks in a high-pressure environment

 Strong documentation skills

 Able to work without supervision

 Strong understanding of the organization’s goals and objectives

 Highly self-motivated and directed

 Customer Service Focus

o Exceptional customer service orientation

Applying here

We want to make your application process as simple and streamlined as possible.
Here’s what you can expect when you apply:

  • 1. Your initial application

    Once you’ve found a job that’s right for you, follow the instructions on screen and submit the information required.

  • 2. Our first review

    One of our Talent Acquisition Consultants will review your application and reach out to you if we think you’re a good fit.

  • 3. Your interview

    We’ll arrange a time for us to meet virtually or in person. Depending on the role and market, there may be more than one interview.

  • 4. Job offer

    If you’re successful in the interview process, we’ll get in touch with you to make a job offer.

  • 5. Onboarding

    If you accept our offer, we’ll arrange a date for you to join the team, with an onboarding session taking place in your first few weeks at the company.

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