Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Short Description

Supports the execution of network operations and services including network surveillance, problem management, incident resolution and customer service assurance

Job Description

Role purpose
To work within a team of highly experienced customer supporting engineers, with full responsibility for resolving customer faults and problems occurring on Colt’s Ethernet & Optical products and services. This includes end-to-end ownership, co-ordination and management of tasks assigned to other teams and network partners.

 

Key accountabilities

•  Proactively monitor, troubleshoot, diagnose and resolve faults across a pan-European MPLS infrastructure and a range of Optical and Ethernet services in accordance with product SLAs through to 3rd level support
•  Very good knowledge or experience with Optical and Ethernet based networks is an advantage
•  Extensive knowledge of customer specific networks and services
•  Provide a professional interface to customers as a single point of contact for all their issues
•  Establish and maintain working relationships with key partners and vendors
•  Manage and co-ordinate tasks with field service or 3rd level support
•  Maintain clear and accurate records of incidents during a fault period and provide regular updates as required using Colt's fault management system
•  Resolve or escalate faults in accordance with product SLAs
•  Identify, plan and implement solutions to recurring problems in Optical and Ethernet networks
•  Generate technical reports for customers on request
•  Technically managing software upgrades in coordination with the involved vendors and Colt teams

 

Role requirements
Direct experience in Layer 1-2-3 Services and Technologies, including, but not limited to the following
•  Excellent understanding / working experience of MSP, Ethernet, DWDM systems: Implementation, commissioning, maintenance, diagnostics and troubleshooting
•  Experience with network management via GUI and CLI
•  Experience with some of the following vendors and associated network elements: ADVA, Ciena, Accedian, Infinera, Nokia, Nortel
•  Experience working in a telecom/IT helpdesk environment, as well as experience working with global network providers, NOC and field support operations teams
•  Experience of working in a team environment with full responsibility for troubleshooting. With a high willingness to take ownership, coordinate with internal and external teams and lead to a satisfactory conclusion
•  Excellent customer and service oriented communication skills, written and verbal
•  Ability to learn and implement technical information quickly and make decisions quickly and efficiently
•  Team spirit
•  German (fluent, at least C1)
•  English (communicative level, at least B1)

Desirable 
•  Experience with Layer 3 services and technologies
•  Understanding of IP fundamentals and various protocols, working experience with the implementation, diagnosis and troubleshooting of IP, MPLS and VPN solutions in a pan-European network
•  Experience with ITIL

Skills/ Qualifications

Fluent in German and English is a must. A logical approach to fault finding and troubleshooting. Ability to control and co-ordinate complex technical situations in a calm and professional manner. Excellent customer facing skills, dealing with specialist requests regarding Overall Solutions and not limited to a single Technology. Customer focused and able to communicate effectively skills with all required parties including internal/external network partners and customers. Formal IT qualification such as CCNP, CCSP, CCNA, CompTIA Network+ etc. Education A bachelor’s or master’s degree in Business, IT, Computer Science, Telecommunications or a relevant field

What we offer:

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:
•Flexible working and relaxed dress code
•Two days annually to spend on volunteering opportunities
•Pension and insurance options
•Access to a virtual business school for on-going learning
•Business mentoring
•Discounts with local hospitality and retail providers

We strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Colt an inclusive and supportive workplace