Vendor Jobs in Wendlingen am Neckar

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.

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 :

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 :