SDN & Packet Network Engineer

Colt Technology Services; Stuttgart; Vor Ort; EUR 45.000 - 75.000; Vollzeit

Zusammenfassung

An established industry player is seeking a talented support engineer to join their dynamic team. In this role, you'll take full ownership of resolving customer faults on cutting-edge Packet and SDN products. You'll be responsible for troubleshooting complex technical issues, coordinating with teams, and ensuring customer satisfaction. The company values skill development and offers a range of benefits, including flexible working arrangements and opportunities for volunteering. If you're passionate about technology and customer service, this is the perfect opportunity to advance your career.

Leistungen

Flexible working

Relaxed dress code

Pension options

Insurance options

Virtual business school access

Business mentoring

Volunteering opportunities

Local discounts

Qualifikationen

• Direct experience in Layer 1-2-3 services and technologies.
• Understanding of IP protocols and troubleshooting IP Access solutions.
• Experience with network management systems.

Aufgaben

• Proactively monitor and resolve faults across a pan-European MPLS Infrastructure.
• Act as a Single Point of Contact for customer issues.
• Manage and coordinate tasks assigned to other teams.

Kenntnisse

IP Fundamentals

BGP

EIGRP

OSPF

UNIX Troubleshooting

Customer-Facing Skills

Fault Finding

Technical Coordination

Communication Skills

Ausbildung

Bachelor's or Master's in IT

Formal IT Qualifications (CCNP, CCNA)

Tools

Netcool

CiscoWorks

InfoVista

TACACS

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 Packet and SDN products and services. This includes end-to-end ownership, coordination, and management of tasks assigned to other teams and network partners.

Key accountabilities

1. 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.
2. Participate in a 24/7 shift pattern.
3. Have full knowledge of customers' bespoke networks and services.
4. Provide a professional interface to customers, acting as a Single Point of Contact for all their issues.
5. Build and maintain working relationships with key interconnect partners and vendors.
6. Manage and coordinate tasks assigned to other teams, such as Field Maintenance or Technical Assistance Centre.
7. Maintain a clear and accurate record of events throughout a fault duration utilizing Colt’s Remedy-based Fault Management System and provide regular updates as required.
8. Resolve or escalate faults as appropriate, according to product SLAs.
9. Identify, plan, and implement solutions for re-occurring problems on IP and Ethernet networks.
10. Generate technical reports for customer RFO / RCA requests.
11. 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:

1. Understanding of IP fundamentals and protocols such as BGP, EIGRP, OSPF, ISIS.
2. Experience with implementing, diagnosing, and troubleshooting IP Access, MPLS, and VPN solutions across a pan-European network.
3. Understanding the provisioning and maintenance of IP, Ethernet, and Optical services across backbone networks.
4. Knowledge of LAN (Ethernet) based products.
5. Experience with UNIX-based applications and troubleshooting tools like Telnet, FTP, TFTP, Traceroute.
6. Experience with network management systems such as Netcool, SMARTS, CiscoWorks, InfoVista, TACACS, or vendor-specific element managers.
7. Experience working with global providers, NOC, and field operators for technical issues.
8. 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, handling specialist requests regarding overall solutions across multiple technologies.
• Customer-focused with effective communication skills with internal/external network partners and customers.
• Fluent in German.
• 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 offer skill development, learning pathways, and accreditation to help our people perform at their best, regardless of role and location. In addition to competitive salaries and incentive plans, we offer a range of benefits and local rewards. Colt values work-life balance. Some benefits include:

• Flexible working and 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.