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 Summary
Network Operations and Services 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

LI-MS1

Technical Service and Support under the guidance of Team Leader and Manager, Premium Network Services.

Responsibilities

• 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

Essential requirements

• 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
Network Operating Systems
Workflow Management
Data Analysis
Service Level Management
Network Operations Standards and Procedures
Network Operations Diagnostics
Education
A bachelor’s or master’s degree in Business, IT, Computer Science, Telecommunications or a relevant field
Certifications
Formal IT qualification such as CCNP, CCSP, CCNA, CompTIA Network+ etc
ITIL Foundation Certified

• 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 team