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The role involves providing 24/7 first and second-level technical support for network infrastructure and managing incident resolution processes. Engineers will also conduct network surveillance, perform site visits for maintenance, and collaborate with internal stakeholders to ensure high-quality service delivery.
Candidates are expected to have 4-6 years of relevant experience in network operations and technical support. Proficiency in troubleshooting faults, managing customer communications, and maintaining accurate incident documentation is essential for this position.
Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.
Supports the execution of network operations and services including network surveillance, problem management, incident resolution and customer service assurance.
Network Operations and Services 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.
Typical tasks and responsibilities will include:
• 4-6 years of relevant experience
• Delivering 24/7 operations of Colt's network infrastructure to ensure maximum service availability and performance for customers.
• Providing first and second level technical support direct to customers and vendors globally for technical services domains (Transmission) effectively engaging the relevant internal stakeholders required to address complex faults and service requests, initiated proactively and reactively.
• Contributing to continuous improvement and delivery of excellent customer support.
• Initiating fault escalations to Team Leads where required.
• Troubleshooting faults, detecting problems, dealing with customer technical requests.
• Handling customer communication throughout fault resolution process.
• Site visits to Colt Node or customer sites for maintenance activities or resolving the faults.
• Providing first and second level technical support directly to customers and vendors globally for technical services domains (Transmission), effectively engaging the relevant internal stakeholders required to address complex faults.
• Following operating procedures and accurately logging customer support incidents.
• Identifying areas for improvement and working with team leads and managers to implement changes to drive better outcomes for customers and colleagues Customer Solutions.
• Providing end-to-end technical support to designated managed solutions, working closely with the customer NOC to ensure service assurance and high-quality incident management.
• Managing the charged solutions, establishing and maintaining relationships with key stakeholders.
• Maintaining accurate documentation related to managed solutions, responsible for reporting and contributing to service optimisation initiatives.
• NOC.
• Contributing to 24/7 Network Surveillance, troubleshooting, maintenance and implementation of network security policies.
• Proactively fixing network issues to prevent incidents arising, raising tickets to initiate more complex fixing by engineering teams when required.
• Maintaining high quality records of incidents and configurations for reporting purposes.
At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.
Instead, we employ people we trust, who come together across the globe to create intelligent solutions.
Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.
We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.
Most recently we have:
Our benefits support you through all parts of life, for both physical and mental health.
The global digital infrastructure company that creates extraordinary connections to help your business succeed.
Colt Technology Services (Colt) is a global digital infrastructure company which creates extraordinary connections to help businesses succeed. Powered by amazing people and like-minded partners, Colt is driven by its purpose: to put the power of the digital universe in the hands of its customers, wherever, whenever and however they choose. Since 1992, Colt has set itself apart through its deep commitment to its customers, growing from its heritage in the City of London to a global business spanning 40+ countries, with over 6,000 employees and more than 80 offices around the world. Colt’s customers benefit from expansive digital infrastructure connecting 32,000 buildings across 230 cities, more than 50 Metropolitan Area Networks and 250+ Points of Presence across Europe, Asia, the Middle East, Africa and North America’s largest business hubs. Privately owned, Colt is one of the most financially sound companies in the sector. Obsessed with delivering industry-leading customer experience, Colt is guided by its dedication to customer innovation, by its values and its responsibility to its customers, partners, people and the planet. For more information, please visit www.colt.net
Offices: Colt House, 20 Great Eastern Street, London, EC3A 3EH, GB · Culliganlaan 2H, Diegem, 1931, DE · Gervinusstr 19-22, Frankfurt, Deutschland 60322, DE · Viale Edoardo Jenner 56, Milan, Italy 20159, DE · 3-1-35 Shibaura, Tamachi Ekimae Building, Minato,, Tokyp, 108-0023, DE
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