Customer Solution Engineer, Premium Network Services

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.

**Role Title**:
**Customer Solution Engineer**

**Department**:
**Operations & Engineering, Customer Solutions, Premium Network Services**

**Role Location**:
**Barcelona, Spain // Lisbon, Portugal**

**Role Purpose**:

- Supports the Customer Solutions function with diagnostics, fault isolation and resolution taking end to end ownership, coordination and management of tasks assigned to other teams and partners

**Key Accountabilities**:

- Customer Solutions Engineer will be involved in end to end technical support, the responsibility is focused on managed solutions and they will:
- Own within the Customer Solutions team the hand-over of new customer solutions ensuring proper documentation and configuration in monitoring and CMDB systems is available
- Provide end to end support to designated customer solutions.
- Proactively and effectively respond to escalations from Technical Lead Engineers to incidents or requests generated either by the configured system tools or directly from the customer.
- Update and own the documentation for designated customers.
- Provide detailed technical knowledge and appropriate procedures to resolve faults within SLA for the pool of 24/7 Lead Engineers.
- Provides Support in change coordination for the specific customer solutions
- Trains and mentors Technical Lead Engineers on the specific customer solutions owned
- Holds Regular meetings with Customers, Service Managers and BRMs to review service quality
- Remotely Troubleshoot faults, Detect Problems, Treat customer technical Requests:
- Escalate as appropriate to Third Party partners or Third Level Support Engineers.
- Ensure that the appropriate problem resolution, incident management, and escalation processes are followed.
- Maintain contact with Customers according to priority and SLA.
- Ensure customer satisfaction and help defining strategies for continual improvement of customer service quality and for future customer business developments.

**Customer**:
We deliver an exceptional **customer** **experience every time.
- Identifies all available customer service/performance data and takes appropriate action to resolve issues
- Proactively reviews personal workload to ensure that duties which impact a customer’s experience are prioritised - discusses issues with manager and agrees how to resolve.

**Ownership**:
We take **ownership** of our actions and our company’s commitments
- Drives action to improve the way they work and the outcomes they deliver, working with their manager and colleagues to resolve issues/make change - always retaining responsibility for seeing tasks through to resolution
- Demonstrates initiative by taking on tasks/activities that benefit the customer, business or team, without being prompted or seeking permission

**Leadership**:
We demonstrate **leadership**, always striving to be the best at whatever we do.
- Regularly requests feedback on individual and team performance - using this feedback to drive personal / team development through personal coaching and team guidance
- Continually identifies areas where they can add value to the business, raising these suggestions with their manager and implementing agreed actions

**Teamwork**:
We put **teamwork** at the heart of our business, working with others to achieve success
- Gets to know team members personally (regardless of where they work) and uses knowledge of others to build a higher performing team
- Attempts to resolve conflict within the team and subsequently improve overall performance
- Praises and recognises the efforts of others publically, with the intention of motivating individuals to continuously improve

**Experience**:
**Must have**:

- A good understanding and proven troubleshooting experience in some of the following: SDH, MSP, Ethernet, WDM, DWDM, ADM, DCS, DXC
- Proven working experience with some of the following vendors and their associated equipment and management systems: Marconi, ALU, Lucent, Nortel, Nokia, NSN, Siemens, Overture, Adva, Infinera, Aspen
- Able to demonstrate a high level of capability from a second level perspective in the Layer 2 products.
- Good understanding of IP Fundamentals and various Protocols, including OSPF, ISIS, EIGRP, RIP and BGP
- Previous experience within a Telco environment would be ideal
- Working experience with implementing, diagnosing and/or 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
- 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.
- Excellent phone and communicati