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 AccountabilitiesProactively 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.Provide 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 utilizing 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 coordination with vendor and Colt teams involved.Role RequirementsDirect experience in Layer 1-2-3 Services and Technologies, including, but not limited to the following: Understanding of IP Fundamentals and various Protocols, including BGP, EIGRP, OSPF, ISIS.Working experience with implementing, diagnosing and troubleshooting IP Access, MPLS and VPN solutions across a pan European network.Understanding the provisioning and maintaining of IP, Ethernet and Optical services across Backbone Networks.Knowledge of LAN (Ethernet) based products.Experience of UNIX based applications and troubleshooting tools such as Telnet, FTP, TFTP, Traceroute.Experience of one or more of the following Network Management and Support systems: Netcool, SMARTS, CiscoWorks, InfoVista, TACACS, Vendor Specific Element Managers.Experience in working with global providers, NOC and Field operators for technical issues.Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous.Participate in a 24/7 shift pattern.Skills / QualificationsA logical approach to fault finding and troubleshooting.Ability to control and coordinate complex technical situations in a calm and professional manner.Excellent customer facing skills, dealing with specialist requests regarding Overall Solutions and not limited to a single Technology.Customer focused and able to communicate effectively with all required parties including internal/external network partners and customers.Fluent in English.Formal IT qualification such as CCNP, CCSP, CCNA, CompTIA Network+ etc.
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