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.
Location : Barcelona
The primary function of the Lead Te chnician is to carry out first and second level analysis, diagnostics, fault isolation and fault resolution, for customer reported incidents and enquiries.
This is for all Colt products provided over the Voice network and using the incident management process in line with the Service Centre objectives.
A key area of focus for the lead technician will be legacy products using TDM telephony (DMS, EWSD), as well as IMS VOIP telephony.
Key Accountabilities :
Answer calls and Emails from Colt Customers in regards to technical queries and incidents.
Take ownership for resolving Customer queries and incidents, as documented in the Work Instructions and for the categories relevant to role and area of expertise.
Coordinate operational relationships, and liaise with suppliers and internal Colt teams to resolve Customer queries and incidents.
Build and manage Customer relationship.
Create and follow up on communication plans agreed with Customers.
Ensure records of work carried out are maintained accurately and on time, to facilitate the smooth running of the business.
Manage own workload effectively.
Carry out systems checks to confirm service status, configuration and presentation.
Build a network of contacts within the Colt organisation in order to be able to find a solution to Customer faults or enquiries in a timely manner.
Participate, when requested, in Continual Service Improvement initiatives representing the Service Centre and area of expertise.
Provide training and coaching to new starters and less experienced team members and / or peers to assist with the on-going development of the team.
Coordinate and provide input into reports for complex and major incidents for individual Customers.
Participate and be available to work in the shift rota as required. (24 / 7)
Experience and Qualifications
Previous experience within a Telco / IT Helpdesk environment would be ideal
Able to demonstrate a high level of capability from a second level perspective in Switched Voice and VOIP telephony.
Experience of working within a team environment, with full responsibility for fault resolution. To include taking ownership, coordinating with internal and external teams and managing through to a satisfactory conclusion.
Experience of working within a Technical role, in a networking environment, completing first level analysis and fault isolation.
Able to demonstrate a high level of capability to resolve incidents and enquiries, from a first level perspective, for all product groups.
At least 12 months proven experience of resolving incidents and enquiries at an advanced level.
Either an industry recognised qualification in transmission, IP Data, VOIP or voice networks or equivalent experience and training relevant to a Second Level Technician.
Nortel DMS, Siemens EWSD and / or Sonus experience desirable
Fluent in English (written and spoken)
Able to interpret, and present, technical information in an easy to understand format.
Demonstrate a flexible approach, and an ability to operate effectively, when faced with uncertainty and change; be able to function effectively in a highly complex matrix organisation
Able to demonstrate the developed skills needed to perform complex tasks, and the ability to find solutions in a timely manner.
Strong negotiation skills / Customer facing skills
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 and incentive plans, a range of benefits and local rewards packages are offered to staff.
Some benefit examples are :
Relaxed dress code
Two days annually to spend on volunteering opportunities
39 hours working week and additional days off as per Colt own collective bargaining agreement
Benefit package that includes life insurance, private health insurance and pension plan.
Lunch vouchers (ticket restaurant) or childcare vouchers
Access to a virtual business school for on-going learning
International environment with employees from more than 35 different nationalities