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.

Why we need this role

Join a team of highly skilled and passionate customer support engineers, taking full responsibility for resolving customer faults and technical challenges related to Colt’s Ethernet & Optical products and services. This role includes end-to-end ownership, task coordination, and managing relationships with network partners and internal teams to ensure a seamless customer experience.

What You Will Do

• Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European Ethernet and Optical Infrastructure and a range of Transmission 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 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 co-ordination with vendor and Colt teams involved.

What We're Looking For

We’re seeking a highly skilled and proactive Network Engineer with expertise in Layer 1, 2, and 3 services and technologies. The ideal candidate will have a strong technical background, excellent problem-solving, and a passion for delivering exceptional customer support.

• Good understanding and proven troubleshooting experience in some of the following: MSP, PCM, Ethernet, WDM, DWDM, TDM, ADM, DCS, DXC.
• A logical approach to fault finding and troubleshooting.
• Excellent customer facing skills, dealing with specialist requests regarding Overall Solutions and not limited to a single Technology.
• Proven working experience with some of the following vendors and their associated transmission equipment and management systems: Lucent, Nokia, NSN, Siemens, Overture, Adva, Infinera, Aspen, Netcool, Smarts, Ciena, Accedian, Cisco, Juniper.
• Understanding the provisioning and maintaining of Ethernet and Optical services across Backbone Networks.
• Excellent knowledge of LAN (Ethernet) based products.
• Experience of one or more of the following Network Management and Support systems: Netcool, SMARTS, InfoVista, TACACS, Vendor Specific Element Managers.
• Experience in working with global providers, NOC and Field operators for technical issues.
• Language Skills – Fluent in both German & English.

What We Offer You

Looking to make a mark?

At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.

Instead, we employ people we trust, who come together across the globe to create intelligent solutions.

Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.

We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.

Diversity and inclusion

• Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.

Most Recently We Have

• Signed the UN Women Empowerment Principles which guide our Gender Action Plan
• Trained 60 (and growing) Colties to be Mental Health First Aiders
• Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.

Benefits

Our benefits support you through all parts of life, for both physical and mental health.

• Flexible working hours and the option to work from home.
• Extensive induction program with experienced mentors and buddies.
• Opportunities for further development and educational opportunities.
• Global Family Leave Policy.
• Employee Assistance Program.
• Internal inclusion & diversity employee networks.

A global network

• When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.