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.
Role title:
Technical Solution Engineer - Premium Network Services
Department:
Premium Network Services, Barcelona SSC
Role location:
Barcelona
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 products and services. This includes end-to-end ownership, co-ordination and management of tasks assigned to other teams and network partners
Key accountabilities
- 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.
- Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous
- Have full knowledge of customers bespoke solutions and services and mentor a group of Lead Engineers on solutions and supported technologies.
- Providing a professional interface to customers, acting as an internal escalation point for complex 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
- Identify, Plan and Implement solutions for re-occurring Problems on IP and Ethernet Networks.
- Technically manage software upgrades in co-ordination with vendor and Colt teams involved
- Create technical documentation, Troubleshoot guides and MoP to execute configuration changes.
Colt Competencies
Analysis & Problem Solving
Level 2 - Understands underlying issues and develops and evaluates solutions
Commitment and Ownership
Level 2 - Takes ownership and stays focused
Customer Focus
Level 2 - Takes personal responsibility for service
Decision Making
Level 2 - Makes well thought through decisions
Planning and Organising
Level 2 - Plans and prioritises workload
Professional Expertise Development
Level 2 - Keeps skills up to date
Setting Goals and Priorities
Level 2 - Sets clear goals and expectations for team members
Role requirements
**Experience**:
Direct experience in Layer 3 Services and Technologies, including, but not limited to the following:
- Excellent understanding of IP Fundamentals and various Protocols, including OSPF, ISIS, EIGRP, RIP and BGP
- Working experience with implementing, diagnosing and troubleshooting IP Access, MPLS and Multicast 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 in working with integral providers, NOC and Field operators for technical issues
Good to have:
- Good understanding and proven troubleshooting experience in some of the following: MSP, PCM, Ethernet, WDM, DWDM, TDM, ADM, etc.
- Proven working experience with some of the following vendors and their associated transmission equipment and management systems: Marconi, ALU, Lucent, Nortel, Nokia, NSN, Siemens, Overture, Adva, Infinera, Aspen, Netcool, Smarts
- Experience with ITIL
Qualifications:
- A logical approach to fault finding and troubleshooting
- 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
**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