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.
**The Role and Accountabilities**
To work within a team of highly experienced customer supporting engineers, with full responsibility for resolving customer faults and problems occurring on Colt’s Optical and Ethernet products and services. This includes end-to-end ownership, co-ordination and management of tasks assigned to other teams and network partners.
- Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European MPLS Infrastructure and a range of IP services according to product SLAs, up to 3rd Level Support.
- Participate in a 24/7 shift pattern
- Have full knowledge of customers bespoke networks and services
- Providing a professional interface to customers, acting as a Single Point of Contact for all their issues.
- Build and maintain working relationships with key interconnect partners and vendors
- Manage and coordinate tasks assigned to other teams, such as Field Maintenance or Technical Assistance Centre
- Maintain a clear and accurate record of events throughout a fault duration utilising Colt’s Remedy based Fault Management System and provide regular updates as and when required
- Resolve or escalate faults as appropriate, according to product SLAs
- Identify, Plan and Implement solutions for re-occurring Problems on IP and Ethernet Networks.
- Technical report generation for customer RFO/RCA requests
- Technically manage software upgrades in co-ordination with vendor and Colt teams involved
**The Role Requirements**
- Direct experience in Layer 1-2-3 Services and Technologies, including, but not limited to the following:
- Understanding of IP Fundamentals and various Protocols, including BGP, EIGRP, OSPF, ISIS, RIP
- Working experience with implementing, diagnosing and troubleshooting IP Access, MPLS and VPN solutions across a pan European network
- Understanding the provisioning and maintaining of IP, Ethernet and Optical services across Backbone Networks
- Knowledge of LAN (Ethernet) based products
- Experience of one or more of the following Network Management and Support systems: Netcool, SMARTS, CiscoWorks, InfoVista, TACACS, Vendor Specific Element Managers.
- Experience in working with integral providers, NOC and Field operators for technical issues
- Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous
**Skills/ Qualifications**
- 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
- Fluent in English + 2nd European Language is an advantage
**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. The company supports diversity and inclusion in the workplace and has signed Diversity Charter.
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:
- Relaxed dress code
- Two days annually to spend on volunteering opportunities
- 39 hours working week and additional days off as per Colt own collective bargaining agreement
- Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme
- Lunch vouchers or childcare vouchers
- Access to a virtual business school for on-going learning
- Business mentoring
- International environment with employees from more than 35 different nationalities