Company: Colt Technology Services
Area: Telecom
Place: Barcelona
Job type: Engineer
The Voice Lead Engineer will be responsible for providing technical customer support to an agreed customer TDM Voice installed base. The Lead Engineer will work within a team of highly experienced engineers, with full responsibility for resolving customer faults and problems occurring on customers Voice products and services. This includes ownership, coordination and management of activities assigned to your team via mail, telephone or ticket system. Technical knowledge is required to diagnose complex Nortel DMS and or Siemens EWSD and voice related failures, develop workarounds and implement appropriate corrective actions.
Key Accountabilities include:
• Respond to and resolve technical issues and service requests for Colt customers.
• Ownership of incidents relevant to role and area of expertise through to satisfactory resolution or handover to appropriate team.
• Proactively build, manage and own the customer relationship whilst handling the incident.
• Agree and follow a communication approach with customer for regular updates – ie frequency, channels.
• Provide local in-country support as required.
• Maintain accurate and timely records of the customer incident.
• Effective prioritisation.
• Follow Colt processes for incident resolution and provide feedback to process owners ensure continuous improvement takes place.
• Carry out systems checks to confirm service status, configuration and presentation.
• Understand and make best use of Colt operations and aligned processes.
• Provide training and coaching to others on both a formal and informal basis to assist with the ongoing development of the team.
• Provide input to complex incident reports.
• Share knowledge across the team/s.
• Participate in the shift rota as required.
• Adhere to operational KPIs
• Demonstrate Colt’s values and promote them during training and day-to-day interactions.
• Act as escalation point for technical analysts
Experience:
• A good understanding and proven troubleshooting experience in relevant Voice technologies
• Proven working experience with relevant vendors
• Experience of working within a team environment
• Formal or informal coaching and mentoring of colleagues.
• Ability to control and co-ordinate complex technical situations in a calm and professional manner.
• Is used to working under time constraints and towards a set of objectives, deadlines and providing constructive feedback
• Experience with using C7 trace tools and analyse C7 network issues.
• Familiar with ETSi PRI’s and fault finding on E1 connections to PABX’s
• Knowledge with INAP and the interaction of the TDM switch and the IN platform is desirable, but not essential
• Experience with number formats, TON and national/international call routing.
Skills/Qualifications:
• An industry recognised qualification, where appropriate.
• Ideally ITIL certified.
• Fluent English, plus another European language would be an advantage.
• Has a logical/methodical approach to root cause analysis, restoration and resolution of service disruption.
• Able to interpret and present technical information to a non-technical person.
• Able to work calmly under pressure and meet tight deadlines.
• Flexible approach and comfortable with uncertainty and change.
• Has the skills to perform complex tasks, and the ability to find solutions in a timely manner.
• Excellent working knowledge of Voice signalling protocols – including C7, INAP, and Q931.
• Excellent working knowledge and operational experience of the following vendors Voice platforms:
• Nortel DMS 100
• Seimens EWSD
• ALcatel IN or similar system.
• Understanding of VoIP principles, and protocols (Not necessary but desirable)
About Colt Technology Services:
Colt is Europe’s information delivery platform, enabling its customers to share, process and store their vital business information. We provide major organisations, midsize businesses and wholesale customers with a powerful resource that combines network and IT infrastructure with expertise in IT managed services, networking and communication solutions.
Colt operates a 21-country, 35,000km network that includes metropolitan area networks in 39 major European cities with direct fibre connections into 18,000 buildings and 19 Colt data centres.
We enable our customers to deliver, share, process and store vital business information by bringing together 3 key elements:
- Pioneering European Ethernet and IP networks that seamlessly connects over 100 cities and achieves the industry’s highest standards in performance, latency and security.
- Significant IT infrastructure and services across Europe, with 19 state-of-the-art data centres with tens of thousands of devices under management.
- Extensive expertise in creating integrated IT managed services, networking and communication solutions.
We combine these three elements with award winning customer service to create a single end-to-end customer resource. Colt is the only company that can do this on a truly pan-European basis.
Whether working directly with customers or alongside partners we make a real difference by helping business to reduce capital costs, increase flexibility and control.
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