Customer Solution Engineer, Premium Network Services | [MMX498]

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.

Role Purpose:

Supports the Customer Solutions function with diagnostics, fault isolation and resolution taking end to end ownership, coordination and management of tasks assigned to other teams and partners.

Key Accountabilities:

Customer Solutions Engineer will be involved in end to end technical support, the responsibility is focused on managed solutions and they will:

1. Own within the Customer Solutions team the hand-over of new customer solutions ensuring proper documentation and configuration in monitoring and CMDB systems is available.
2. Provide end to end support to designated customer solutions.
3. Proactively and effectively respond to escalations from Technical Lead Engineers to incidents or requests generated either by the configured system tools or directly from the customer.
4. Update and own the documentation for designated customers.
5. Provide detailed technical knowledge and appropriate procedures to resolve faults within SLA for the pool of 24/7 Lead Engineers.
6. Provides Support in change coordination for the specific customer solutions.
7. Trains and mentors Technical Lead Engineers on the specific customer solutions owned.
8. Holds Regular meetings with Customers, Service Managers and BRMs to review service quality.
9. Remotely Troubleshoot faults, Detect Problems, Treat customer technical Requests.
10. Escalate as appropriate to Third Party partners or Third Level Support Engineers.
11. Ensure that the appropriate problem resolution, incident management, and escalation processes are followed.
12. Maintain contact with Customers according to priority and SLA.
13. Ensure customer satisfaction and help defining strategies for continual improvement of customer service quality and for future customer business developments.

Role Requirements:

Skills:

• A good understanding and proven troubleshooting experience in various IP protocols including: BGP, OSPF, ISIS, EIGRP.
• Able to demonstrate a high level of capability from a second level perspective in the Layer 3 products and Software Define Networks.
• Good understanding of Layer 2 fundamentals MMSP, Ethernet, DWDM.
• Previous experience within a Telco environment would be ideal.
• Working experience with implementing, diagnosing and/or 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.
• Excellent knowledge of WAN (Packet) based products.
• Experience of one or more of the following Network Management and Support systems: Netcool, SMARTS, CiscoWorks, InfoVista, TACACS.
• Excellent phone and communication (written and oral) skills.
• Customer and service oriented.
• Committed to providing quality service and results, ready to make a positive difference.
• Proactive and with great Team Spirit.
• Ability to quickly learn technical information.
• Ability to take decisions quickly and efficiently.

Good to have:

• Formal IT qualification: CCNP, CCSP, CCNA, etc.
• Exposure to vendor specific Transmission training and technologies.
• Experience with ITIL.
• Telecoms / Computer science degree or equivalent.
• Must be able to speak and write fluent in English, second European language would be advantageous.

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. The company supports diversity and inclusion in the workplace and has signed Diversity Charter. In addition to offering competitive salaries.

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