Optical & Ethernet Network Engineer

Colt Technology Services; Hannover; Vor Ort; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

A leading telecommunications company seeks a skilled technical support engineer to manage and resolve customer issues related to Ethernet and Optical services. The role demands excellent troubleshooting abilities, customer relationship management, and relevant technical expertise. Join a dynamic team to enhance customer satisfaction in a pan-European service environment.

Qualifikationen

• Experience with Layer 1-3 Services and Technologies.
• Experience in a telecom/IT helpdesk environment.
• Proven team player with leadership in resolution.

Aufgaben

• Proactively monitor, troubleshoot, and resolve faults in optical and Ethernet networks.
• Provide a point of contact for all customer issues, ensuring high customer satisfaction.
• Generate technical reports and maintain accurate records during fault periods.

Kenntnisse

Fluent in German

Fluent in English

Logical approach to fault finding

Excellent customer-facing skills

Customer-focused communication

Ausbildung

Bachelor’s or master’s degree in Business, IT, Computer Science, Telecommunications

Tools

CCNP

CCSP

CCNA

CompTIA Network+

Jobbeschreibung

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, coordination, and management of tasks assigned to other teams and network partners.

Key accountabilities

• 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.
• Possess very good knowledge or experience with Optical and Ethernet-based networks.
• Have extensive knowledge of customer-specific networks and services.
• 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 coordinate tasks with field service or 3rd level support.
• Maintain clear and accurate records of incidents during fault periods and provide regular updates 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 upon request.
• Manage software upgrades in coordination with vendors and Colt teams.

Role requirements

Direct experience in Layer 1-3 Services and Technologies, including but not limited to:

• Implementation, commissioning, maintenance, diagnostics, and troubleshooting of MSP, Ethernet, DWDM systems.
• Experience with network management via GUI and CLI.
• Experience with vendors such as ADVA, Ciena, Accedian, Infinera, Nokia, Nortel.
• Experience working in a telecom/IT helpdesk environment and with global network providers, NOC, and field support teams.
• Proven team player with responsibility for troubleshooting, ownership, coordination, and leadership to satisfactory resolution.
• Excellent customer and service-oriented communication skills, both written and verbal.
• Ability to learn and implement technical information quickly and make decisions efficiently.
• Team spirit.
• Fluent in German (C1 or higher) and proficient in English (B1 or higher).
• Experience with Layer 3 services and technologies.
• Understanding of IP fundamentals, protocols, and experience with IP, MPLS, and VPN solutions.
• Experience with ITIL.

Skills / Qualifications

• Fluent in German and English.
• Logical approach to fault finding and troubleshooting.
• Ability to control and coordinate complex technical situations professionally.
• Excellent customer-facing skills, dealing with complex requests across multiple technologies.
• Customer-focused with effective communication skills with internal/external parties.
• Formal IT qualifications such as CCNP, CCSP, CCNA, or CompTIA Network+.

Education

Bachelor’s or master’s degree in Business, IT, Computer Science, Telecommunications, or a relevant field.