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.
LocationBarcelona, Spain
Role PurposeThe primary function of the Lead Technician is to carry out 2nd level investigation, diagnostics, fault isolation, and fault resolution for customer-reported incidents and enquiries.This is for all Colt products provided over the Voice network and using the incident management process in line with the Service Centre objectives, playing a key role in KPI annual achievement.Will have working experience with some of the following vendors' associated voice equipment and management systems: Nortel, Siemens, Sonus, Alcatel-Lucent, etc.Will take part in process improvement, Ux scripts/tools development.Will also act as a DES engineer being responsible for client enquiries and cases raised.Be part of 24x7 On-call rotation.Key AccountabilitiesTake ownership for resolving Customer queries and incidents, as documented in the Work Instructions and for the categories relevant to role and area of expertise. Maintain and develop relevant documentation.Coordinate operational relationships, and liaise with suppliers and internal Colt teams to resolve Customer queries and incidents.Build and manage Customer relationship.Create and follow up on communication plans agreed with Customers.Ensure records of work carried out are maintained accurately and on time, to facilitate the smooth running of the business.Manage own workload effectively.Carry out systems checks to confirm service status, configuration, and presentation.Build a network of contacts within the Colt organisation in order to find a solution to Customer faults or enquiries in a timely manner.Participate, when requested, in Continual Service Improvement initiatives representing the Service Centre and area of expertise.Provide training and coaching to new starters and less experienced team members and/or peers to assist with the ongoing development of the team.Coordinate and provide input into reports for complex and major incidents for individual Customers.Participate and be available to work in the shift rota as required. (24/7)Experience / QualificationsPrevious experience within a Voice Telco / IT Helpdesk environment would be ideal.Able to demonstrate a high level of capability from a second level perspective in Switched Voice and VOIP telephony (IMS).Working experience with tracing tools like Wireshark, Tekelec or similar.Experience with Linux/Ux (Asterisk AMI, Ux Bash, Perl/Python scripts development).Working experience with Asterisk PBX or similar branded PBX's.Experience of working within a team environment, with full responsibility for fault resolution. To include taking ownership, coordinating with internal and external teams and managing through to a satisfactory conclusion.Experience of working within a Technical role, in a networking environment, completing first level analysis and fault isolation.At least 12 months proven experience of resolving incidents and enquiries at an advanced level.Able to provide training and coaching to new starters and less experienced team members and/or peers. Assisting related teams within the organisation.Either an industry recognised qualification in transmission, IP Data, VOIP or voice networks or equivalent experience and training relevant to a Second Level Technician.Cisco CCNA, VoIP or IMS certs or similar.Nortel DMS, Siemens EWSD and/or Sonus training desirable.Fluent in English (written and spoken), second European language advantageous.Able to interpret, and present, technical information in an easy to understand format.Able to work well under pressure and meet tight deadlines.Demonstrate a flexible approach, and an ability to operate effectively, when faced with uncertainty and change; be able to function effectively in a highly complex matrix organisation.Demonstrate a logical/methodical approach to fault finding.Able to demonstrate the developed skills needed to perform complex tasks, and the ability to find solutions in a timely manner.Proactive, strong negotiation skills / Customer facing skills, capable of leading conference calls with Colt's stakeholders/customers.Good knowledge of MS Office products (Excel, Word, Outlook).What we offerColt 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. The company supports diversity and inclusion in the workplace and has signed the Diversity Charter. 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.
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