To work within a team of highly experienced customer supporting engineers, with full responsibility for resolving customer faults and problems occurring on Colt's Ethernet & Optical products and services. This includes end-to-end ownership, co-ordination and management of tasks assigned to other teams and network partners.#LI-MS1

• Proactively monitor, troubleshoot, diagnose and resolve faults across a pan-European MPLS infrastructure and a range of Optical and Ethernet services in accordance with product SLAs through to 3rd level support
• Participate in a 24/7 shift pattern
• Provide a professional interface to customers as a single point of contact for all their issues
• Establish and maintain working relationships with key partners and vendors
• Manage and co-ordinate tasks with field service or 3rd level support
• Maintain clear and accurate records of incidents during a fault period and provide regular updates as required using Colt's fault management system
• Resolve or escalate faults in accordance with product SLAs
• Identify, plan and implement solutions to recurring problems in Optical and Ethernet networks
• Generate technical reports for customers on request
• Technically managing software upgrades in coordination with the involved vendors and Colt teams

Direct experience in Layer 1-2-3 Services and Technologies, including the following:

• Deep understanding / working experience of MSP, Ethernet, DWDM systems: Implementation, commissioning, maintenance, diagnostics and troubleshooting
• Experience with network management via GUI and CLI
• Experience with some of the following vendors and associated network elements: ADVA, Ciena, Accedian, Infinera, Nokia, Nortel
• Experience working with global network providers, NOC and field support operators for technical issues
• Experience of working in a team environment with full responsibility for troubleshooting. With a high willingness to take ownership, coordinate with internal and external teams and lead to a satisfactory conclusion
• Excellent customer and service oriented communication skills, written and verbal
• Ability to learn and implement technical information quickly and make decisions quickly and efficiently
• Formal IT qualification such as CCNP, CCSP, CCNA, etc.
• Fluent German and English

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.

Join our team of highly skilled customer support engineers and play a key role in ensuring seamless connectivity for our clients across Europe. As a Network Support Engineer, you’ll take full ownership of resolving customer issues on Colt’s Ethernet & Optical products and services, collaborating with teams across the business to deliver world-class service.

If you thrive in a fast-paced environment, enjoy troubleshooting complex network challenges, and want to work with cutting-edge Optical and Ethernet technologies, this role is for you!