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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. #LI-MS1 Role purpose and key accountabilities Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European Ethernet and optical Infrastructure and a range of TX services according to product SLAs, up to 3rd Level Support. Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous 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 Essential requirements Direct experience in Transmission Services and Technologies, including, but not limited to the following: Good understanding and proven troubleshooting experience in some of the following: MSP, PCM, Ethernet, WDM, DWDM, TDM, ADM, DCS, DXC, SDH, PDH Proven working experience with some of the following vendors and their associated transmission equipment and management systems: Marconi, ALU, Lucent, Nortel, Nokia, NSN, Siemens, Overture, Adva, Infinera, Aspen, Netcool, Smarts, Ciena, Accedian Understanding the provisioning and maintaining of IP, Ethernet and Optical services across Backbone Networks Excellent knowledge of LAN (Ethernet) based products 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 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 English + 2nd European Language is an advantage Good to have : Experience of diagnosing and troubleshooting IP Access, MPLS and VPN solutions across a pan European network is desirable Formal IT qualification: CCNA, etc. Exposure to Juniper equipment and technologies Experience with ITIL 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. What we offer: Colt is a growing business that is 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. The company supports diversity and inclusion in the workplace and has signed Diversity Charter. In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance. Some benefit examples are: Relaxed dress code Two days annually to spend on volunteering opportunities 39 hours working week and additional days off as per Colt own collective bargaining agreement Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme Lunch vouchers or childcare vouchers Access to a virtual business school for on-going learning Business mentoring International environment with employees from more than 35 different nationalities