Jobbeschreibung
Join our team of highly skilled customer support engineers and play a key role in ensuring seamless connectivity for our clients across Europe. As a Network Support Engineer, you'll take full ownership of resolving customer issues on Colt's Ethernet & Optical products and services, collaborating with teams across the business to deliver world-class service.
If you thrive in a fast-paced environment, enjoy troubleshooting complex network challenges, and want to work with cutting-edge Optical and Ethernet technologies, this role is for you!
To work within a team of highly experienced customer supporting engineers, with full responsibility for resolving customer faults and problems occurring on Colt's Ethernet & Optical products and services. This includes end-to-end ownership, co-ordination and management of tasks assigned to other teams and network partners.#LI-MS1
- 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
- Participate in a 24/7 shift pattern
- 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
Direct experience in Layer 1-2-3 Services and Technologies, including the following:
- Deep 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 with global network providers, NOC and field support operators for technical issues
- 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
- Formal IT qualification such as CCNP, CCSP, C
Our benefits support you through all parts of life, for both physical and mental health.
- Flexible working hours and the option to work from home.
- Extensive induction program with experienced mentors and buddies.
- Opportunities for further development and educational opportunities.
- Global Family Leave Policy.
- Employee Assistance Program.
- Internal inclusion & diversity employee networks.