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.
A customer engineer will be involved in a centralised technical support team based in Barcelona, whose responsibility is focused on specific customer solutions.
Own within the Solution Service Desk the hand-over of new customer solutions ensuring proper documentation and configuration in monitoring and CMDB systems is available.
Provide end to end support to specific customer solutions.
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.
Update the documentation regarding the specific customer solutions and will own it.
Provide detailed technical knowledge and appropriate procedures to resolve faults within SLA for the Service Desk Engineers.
Provides Support in change coordination for the specific customer solutions.
Trains and mentors Technical Lead Engineers on the specific customer solutions.
Holds Regular meetings with Customers, Service Managers and BRMs to review service quality.
Remotely Troubleshoot faults, Detect Problems, Treat customer technical Requests :
Escalate as appropriate to Third Party partners or Third Level Support Engineers.
Ensure that the appropriate problem resolution, incident management, and escalation processes are followed.
Maintain contact with Customers according to priority and SLA.
Ensure customer satisfaction and help defining strategies for continual improvement of customer service quality and for future customer business developments.
Skills and Experience
Must have :
A good understanding and proven troubleshooting experience in some of the following : TCP / IP, SDH, MSP, Ethernet, WDM, DWDM.
Proven working experience with some of the following vendors and their associated transmission equipment and management systems : Cisco, Juniper, Arista, Marconi, ALU, Lucent, Nortel, Nokia, NSN, Siemens, Overture, Adva, Infinera, Aspen, Netcool, Smarts.
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 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.
Must be able to speak & write fluent in English.
Good to have :
Exposure to Cisco, Juniper, Arista, equipment and technologies.
Formal IT qualification : CCNP, CCSP, CCNA, etc.
Experience with ITIL.
Computer science degree or equivalent.
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.
Colt recognises the importance of a work life balance.
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. In addition flexible benefits scheme
Lunch vouchers or childcare vouchers
Access to a virtual business school for on-going learning
International environment with employees from more than 35 different nationalities
We strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Colt an inclusive and supportive workplace