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.
LI-MS1
**Role purpose and key accountabilities**
**Key Accountabilities**
- Troubleshoot, diagnose and resolve faults for VOIP services according to product SLAs, up to 3rd Level Support.
- Able to check the call flows of customer traces and should have clear understanding of the concepts
- Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous.
- Have full knowledge of customers bespoke solutions and services.
- Mentor a group of Lead Engineers on solutions and supported technologies.
- Build and maintain working relationships with key interconnect partners and vendors.
- Manage and coordinate tasks assigned to other teams, e.g. Technical Assistance Centre (TAC).
- Maintain a clear and accurate record of events throughout a fault duration utilising COLT internal company ticketing system and provide regular updates as and when required.
- Identify, Plan and Implement solutions for re-occurring Problems on VOIP and TDM services.
- Technically manage software upgrades in co-ordination with vendor and Colt teams involved.
- Create technical documentation, Troubleshoot guides and Method of procedure to execute configuration changes.
**Essential requirements**
- A good understanding and proven troubleshooting experience in SIP trunking.
- Proven working experience with some of the following vendors is needed: Ribbon(Sonus) SBC and GSX/PSX
- Knowledge of AudioCodes, Cisco, Juniper is a preference.
- Previous experience within a Telco / IT Helpdesk environment is required.
- Able to demonstrate a high level of capability from a second level perspective in VoIP.
- Working experience with tracing tools like Wireshark, Klerity or similar
- Knowledge on the following is considered as important: SIP, SDP,RTP, International numbering plan, Voice Cloud solutions, APIs and scripting.
- Experience of working within a team environment, with full responsibility for fault resolution. Including taking ownership, coordinating with internal and external teams and managing through to a satisfactory conclusion.
- Excellent phone and communication (written and oral) skills
- Customer and service oriented
- Committed to providing quality service & results, ready to make a positive difference
- Proactive
- Ability to quickly learn technical information
- Ability to take decisions quickly and efficiently
- Team Spirit
Must be able to speak & write fluent in English, second European language would be advantageous
**Desirable**
- Formal IT qualification: CCNP, CCSP, CCNA, etc.
- Exposure to vendor specific VoIP training and related technologies
- Experience with ITIL
- Telecoms / Computer science degree or equivalent
**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 versátil 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