Customer Solutions Engineer, Premium Network Services

Colt Technology Services - Lisbon, Lisboa



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Customer Solutions Engineer, Premium Network Services
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Customer Solutions Engineer, Premium Network Services

Job id:


Job location:

Lisbon, Portugal

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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.

Role Purpose:

Supports the Technical Services and Support function under the guidance of Manager.

Key Accountabilities:

A Customer engineer will be involved in a centralised 24x7 technical support team based in Lisbon whose responsibility is focused on specific customer solutions. He/she will:

  • Own within the Solution Service Desk 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 specific 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 the documentation regarding the specific customer solutions and will own it.
  • Provide detailed technical knowledge and appropriate procedures to resolve faults within SLA for the Service Desk Engineers.

  • Provides Support in change coordination for the specific customer solutions

  • Trains and mentors Technical Lead Engineers on the specific customer solutions he owns

  • 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.

Skills & 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 transmission equipment and management systems: Marconi, ALU, Lucent, Nortel, Nokia, NSN, Siemens, Overture, Adva, Infinera, Aspen, Netcool, Smarts
  • Able to demonstrate a high level of capability from a second level perspective in the Transmission product group.
  • Good understanding of IP Fundamentals and various Protocols, including OSPF, ISIS, EIGRP, RIP and BGP
  • Previous experience within a Telco / IT Helpdesk 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.
  • Experience of working within a team environment, with full responsibility for fault resolution. Including taking ownership, coordinating with internal and external teams and managing through to a satisfactory conclusion.
  • Excellent phone and communication (written and oral) skills
  • Customer and service oriented
  • Committed to providing quality service & results, ready to make a positive difference
  • Proactive and stress resistant
  • Ability to quickly learn technical information
  • Ability to take decisions quickly and efficiently
  • Team Spirit
  • Fluent in English

Good to have:

  • Exposure to Juniper, F5, Checkpoint equipment and technologies
  • Exposure to vendor specific Transmission training and technologies
  • Formal IT qualification: CCNP, CCSP, CCNA, etc.
  • Experience with ITIL
  • Computer science degree or equivalent

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. 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:


Titulação mínima
Frequência universitária
Experiência exigida
nenhum Anos
Não definido
Não definido
Area funcional
Não definido
Aptidões necessárias



Nome do empregador

Colt Technology Services

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