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.

Key accountabilities

• 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

Role requirements

Direct experience in Layer 1-2-3 Services and Technologies, including, but not limited to the following

Desirable

Skills / Qualifications

Education

A bachelor’s or master’s degree in Business, IT, Computer Science, Telecommunications or a relevant field 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. 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 :