Engineer, Incident And Problem Management

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.
Why we need this role
Supports the execution of network operations and services including network surveillance, problem management, incident resolution and customer service assurance.
What You Will Do
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.
What Were Looking For
Typical tasks and responsibilities will include:

• 4-6 years of relevant experience
• Delivering 24/7 operations of Colts 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.
  

What We Offer You
Looking to make a mark
At Colt, youll make a difference. Because around here, we empower people. We dont 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.
Diversity and inclusion

• Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, youll be encouraged to be yourself because we believe thats what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.
  

Most Recently We Have

• Signed the UN Women Empowerment Principles which guide our Gender Action Plan
• Trained 60 (and growing) Colties to be Mental Health First Aiders
• Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.
  

Benefits
Our benefits support you through all parts of life, for both physical and mental health.

• Flexible working hours and the option to work from home.
• Extensive induction program with experienced mentors and buddies.
• Opportunities for further development and educational opportunities.
• Global Family Leave Policy.
• Employee Assistance Program.
• Internal inclusion & diversity employee networks.
  

A global network

• When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at Our People site including our Empowered Women in Tech.