Lead Engineer, Premium Network Services
Colt Technology Services
há 3 dias

Colt is the New Standard in high bandwidth network and voice services for enterprises and wholesale customers in Europe, Asia and North America’s largest business hubs.

With a global reach but a deep local presence, Colt is big enough to deliver and small enough to care.

Role Title :

Lead Engineer IP / Tx

Colt Band : Department :

Department :

Operations, Shared Services, Premium Network Services

Role Location : Lisbon, Portugal

T eamwork

  • Trusted by all to be the leading information delivery platform
  • We make a real difference to our customers’ business through :
  • A best in class customer experience
  • Our truly integrated computing and networking services
  • Exceptional people who always deliver
  • Deliver an exceptional customer experience every time
  • Take ownership of our actions and our company’s commitments
  • Demonstrate leadership, always striving to be the best at whatever we do
  • Put teamwork at the heart of our business, working with others to achieve success
  • Role Purpose :

  • Supports the Technical Services and Support function under the guidance of Manager, Service Desk
  • 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.
  • Knowledge or experience with interfacing into Packet, Optical and Ethernet-based Networks would be advantageous
  • 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
  • Customer :

    We deliver an exceptional customer experience every time.

  • Identifies all available customer service / performance data and takes appropriate action to resolve issues
  • Proactively reviews personal workload to ensure that duties which impact a customer’s experience are prioritised discusses issues with manager and agrees how to resolve.
  • Ownership :

    We take ownership of our actions and our company’s commitments

  • Drives action to improve the way they work and the outcomes they deliver, working with their manager and colleagues to resolve issues / make change - always retaining responsibility for seeing tasks through to resolution
  • Demonstrates initiative by taking on tasks / activities that benefit the customer, business or team, without being prompted or seeking permission
  • Leadership :

    We demonstrate leadership , always striving to be the best at whatever we do.

  • Regularly requests feedback on individual and team performance using this feedback to drive personal / team development through personal coaching and team guidance
  • Continually identifies areas where they can add value to the business, raising these suggestions with their manager and implementing agreed actions
  • Teamwork :

    We put teamwork at the heart of our business, working with others to achieve success

  • Gets to know team members personally (regardless of where they work) and uses knowledge of others to build a higher performing team
  • Attempts to resolve conflict within the team and subsequently improve overall performance
  • Praises and recognises the efforts of others publically, with the intention of motivating individuals to continuously improve
  • Experience : Must have :

    Must have :

    Direct experience in Layer 3 Services and Technologies, including, but not limited to the following :

  • Excellent understanding of IP Fundamentals and various Protocols, including OSPF, ISIS, EIGRP, RIP and BGP
  • 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
  • Excellent knowledge of LAN (Ethernet) based products
  • SDWAN, SDN and / or NFV understanding
  • Experience of UNIX based applications and troubleshooting tools such as Telnet, FTP, TFTP, Traceroute and preferably some scripting (Perl, Expect, shell).
  • Experience of one or more of the following Network Management and Support systems : Netcool, SMARTS, InfoVista, TACACS, Vendor Specific Element Managers.
  • Previous experience within a Telco / IT Helpdesk environment would be ideal
  • Experience in working with global providers, NOC and Field operators for technical issues
  • Able to demonstrate a high level of capability from a second level perspective in the Transmission product group.
  • Experience of working within a team environment, with full responsibility for fault resolution. Including taking ownership, coordinating with internal and external teams and managing through to a satisfactory conclusion.
  • Excellent phone and communication (written and oral) skills
  • Customer and service oriented
  • Committed to providing quality service & results, ready to make a positive difference
  • Proactive and stress resistant
  • Ability to quickly learn technical information
  • Ability to take decisions quickly and efficiently
  • Good to have :

  • Exposure to Juniper equipment and technologies
  • Formal IT qualification : CCNA, etc.
  • Knowledge of SDH / PDH, WDM technologies and standards, diagnostics and troubleshooting is desirable
  • Experience with ITIL
  • Skills / Qualifications :

  • Must be able to speak & write fluent in English
  • 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 :

  • Flexible working and relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • Flexible benefits scheme
  • Access to a virtual business school for on-going learning
  • Business mentoring
  • We strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Colt an inclusive and supportive workplace

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