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 :
Operations, Shared Services, Premium Network Services
Role Location : Lisbon, Portugal
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
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.
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
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
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
We strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Colt an inclusive and supportive workplace