SDN & Packet Network Engineer

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.