JQ450 | Sdn & Packet Network Engineer
Responder al anuncioThis job is with Colt Technology Services, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Please do not contact the recruiter directly.
Job Summary
#LI-MS1 SDN & Packet Network Engineers provide 24/7 first and second level technical support to customers globally. This may include network monitoring, fault resolution and the provision of bespoke charged solution support and management.
Job Description
Role purpose: 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.
- Providing 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 and when 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.
- Technical report generation for customer RFO/RCA requests.
- Technically manage software upgrades in co-ordination with vendor and Colt teams involved.
Role requirements
Direct experience in Layer 1-2-3 Services and Technologies, including, but not limited to the following:
- Understanding of IP Fundamentals and various Protocols, including BGP, EIGRP, OSPF, ISIS.
- Working experience with implementing, diagnosing and troubleshooting IP Access, MPLS and VPN solutions across a pan European network.
- Understanding the provisioning and maintaining of IP, Ethernet and Optical services across Backbone Networks.
- Knowledge of LAN (Ethernet) based products.
- Experience of UNIX based applications and trouble-shooting tools such as Telnet, FTP, TFTP, Traceroute.
- Experience of one or more of the following Network Management and Support systems: Netcool, SMARTS, CiscoWorks, InfoVista, TACACS, Vendor Specific Element Managers.
- Experience in working with global providers, NOC and Field operators for technical issues.
- Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous.
Spanish language mandatory
Skills/Qualifications
- A logical approach to fault finding and troubleshooting.
- Ability to control and co-ordinate complex technical situations in a calm and professional manner.
- Excellent customer facing skills, dealing with specialist requests regarding Overall Solutions and not limited to a single Technology.
- Customer focused and able to communicate effectively skills with all required parties including internal/external network partners and customers.
- Fluent in Spanish and English.
- Formal IT qualification such as CCNP, CCSP, CCNA, CompTIA Network+ etc.
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