Job Summary

LI-MS1

SDN & Packet Network Engineers provide 24/7 first and second level technical support to customers globally. This may include network monitoring, fault resolution and the provision of bespoke charged solution support and management.
Job Description

KEY ACCOUNTABILITIES

• 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.
  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.
• 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 UNIX based applications and trouble-shooting tools such as Telnet, FTP, TFTP, Traceroute.
• 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 global providers, NOC and Field operators for technical issues.
• Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous.
• Participate in a 24/7 shift pattern.

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.
• Formal IT qualification such as CCNP, CCSP, CCNA, CompTIA Network+ etc.

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