Descripción del empleo
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.
Role Purpose The primary function of the Lead Engineer is to carry out first and second level analysis, diagnostics, fault isolation and fault resolution, for customer reported incidents and enquiries for all Colt products provided over the Transmission network and using the incident management process in line with the Service Centre objectives
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 / Qualifications A good understanding and proven troubleshooting experience in some of the following: SDH, PDH, MSP, ATM, Frame Relay, PCM, Ethernet, WDM, DWDM, TDM, ADM, DCS, DXC Proven working experience with some of the following vendors and their associated transmission equipment and management systems: 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. 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. Able to provide training and coaching to new starters and less experienced team members and/or peers.
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 Business mentoring 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
- Estudios requeridos
- Horas a la semana
- 8 - 40
- Tipo de contrato
- Tiempo completo
- Publicado el
- Tipo de trabajo
- Marketing / Publicidad
- Carnet de conducir
- Carta de motivación