SDN & Packet Network Engineer

TN Germany; Berlin; Vor Ort; EUR 45.000 - 70.000; Vollzeit

Zusammenfassung

An established industry player is seeking a skilled customer support engineer to join their dynamic team. This role involves taking full responsibility for resolving customer issues related to advanced networking products and services. You'll proactively troubleshoot and diagnose faults while maintaining strong relationships with customers and vendors. The company offers a collaborative environment with opportunities for skill development and various benefits, including flexible working arrangements and access to ongoing learning resources. If you're passionate about technology and customer service, this is the perfect opportunity for you.

Leistungen

Flexible working

Relaxed dress code

Volunteering opportunities

Pension options

Access to virtual business school

Business mentoring

Discounts with local providers

Qualifikationen

• Direct experience in Layer 1-2-3 Services and Technologies.
• Knowledge of LAN (Ethernet) based products.
• Formal IT qualifications such as CCNP, CCNA, or CompTIA Network+.

Aufgaben

• Proactively monitor and resolve faults across a pan-European MPLS Infrastructure.
• Act as a Single Point of Contact for customer issues.
• Manage software upgrades in coordination with vendors.

Kenntnisse

IP fundamentals

BGP

EIGRP

OSPF

MPLS

VPN solutions

UNIX troubleshooting

Customer-facing skills

Fluent in German

Fluent in English

Ausbildung

Bachelor's degree in IT

Master's degree in Telecommunications

Tools

Netcool

CiscoWorks

InfoVista

Jobbeschreibung

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To work within a team of highly experienced customer supporting engineers, with full responsibility for resolving customer faults and problems occurring on Colt’s Packet and SDN products and services. This includes end-to-end ownership, co-ordination 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 IP services according to product SLAs, up to 3rd Level Support.
• Participate in a 24/7 shift pattern.
• Have full knowledge of customers' bespoke networks and services.
• Provide a professional interface to customers, acting as a Single Point of Contact for all their issues.
• Build and maintain working relationships with key interconnect partners and vendors.
• Manage and coordinate tasks assigned to other teams, such as Field Maintenance or Technical Assistance Centre.
• Maintain a clear and accurate record of events throughout a fault duration utilising Colt’s Remedy-based Fault Management System and provide regular updates as required.
• Resolve or escalate faults as appropriate, according to product SLAs.
• Identify, plan, and implement solutions for re-occurring problems on IP and Ethernet Networks.
• Generate technical reports for customer RFO/RCA requests.
• Manage software upgrades in coordination with vendors and Colt teams involved.

Role requirements

Direct experience in Layer 1-2-3 Services and Technologies, including but not limited to:

• Understanding of IP fundamentals and various protocols, including BGP, EIGRP, OSPF, ISIS.
• Experience with implementing, diagnosing, and troubleshooting IP Access, MPLS, and VPN solutions across a pan-European network.
• Understanding of provisioning and maintaining IP, Ethernet, and Optical services across Backbone Networks.
• Knowledge of LAN (Ethernet) based products.
• Experience with UNIX-based applications and troubleshooting tools such as Telnet, FTP, TFTP, Traceroute.
• Experience with network management systems like Netcool, SMARTS, CiscoWorks, InfoVista, TACACS, or vendor-specific element managers.
• Experience working with global providers, NOC, and field operators for technical issues.
• Knowledge or experience with interfacing into Optical and Ethernet-based Networks is advantageous.

Skills/Qualifications

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

Education

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

What we offer:

Colt is a growing business investing in its people. We provide skill development, learning pathways, and accreditation to help our staff excel. Alongside competitive salaries and incentive plans, we offer various benefits and local rewards, including:

• Flexible working and a relaxed dress code
• Two days annually for volunteering opportunities
• Pension and insurance options
• Access to a virtual business school for ongoing learning
• Business mentoring
• Discounts with local hospitality and retail providers