Lead Transmission engineer with Fr/Gr - Barcelona

Información del Proceso
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Lead Transmission engineer with Fr/Gr



Role Purpose
• The primary function of the Lead Technician is to carry out first and second level analysis, diagnostics, fault isolation and fault resolution, for customer reported incidents and enquiries for all Colt products provided over the Transmission network and using the incident management process in line with the Service Centre objectives

Key Accountabilities
• Answer calls and Emails from Colt Customers in regards to technical queries and incidents.
• Take ownership for resolving Customer queries and incidents, as documented in the Work Instructions and for the categories relevant to role and area of expertise.
• Coordinate operational relationships, and liaise with suppliers and internal Colt teams to resolve Customer queries and incidents.
• Build and manage Customer relationship.
• Create and follow up on communication plans agreed with Customers.
• Ensure records of work carried out are maintained accurately and on time, to facilitate the smooth running of the business.
• Manage own workload effectively.
• Carry out systems checks to confirm service status, configuration and presentation.
• Build a network of contacts within the Colt organisation in order to be able to find a solution to Customer faults or enquiries in a timely manner.
• Participate, when requested, in Continual Service Improvement initiatives representing the Service Centre and area of expertise.
• Provide training and coaching to new starters and less experienced team members and/or peers to assist with the on-going development of the team.
• Coordinate and provide input into reports for complex and major incidents for individual Customers.
• Participate and be available to work in the shift rota as required.

Experience / Qualifications
• A good understanding and proven troubleshooting experience in some of the following: SDH, PDH, MSP, ATM, Frame Relay, PCM, Ethernet, WDM, DWDM, TDM, 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
• Previous experience within a Telco / IT Helpdesk environment would be ideal
• Able to demonstrate a high level of capability from a second level perspective in the Transmission product group.
• 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.
• Experience of working within a Technical role, in a networking environment, completing first level analysis and fault isolation.
• Able to demonstrate a high level of capability to resolve incidents and enquiries, from a first level perspective, for all product groups.
• At least 12 months proven experience of resolving incidents and enquiries at an advanced level.
• Able to provide training and coaching to new starters and less experienced team members and/or peers.

Funciones Profesionales

Detalles de la oferta
  • Idioma: Alemán (Excelente) | Inglés (Alto)
  • Experiencia: 1 año
  • Formación Mínima: FP2/Grado Superior
  • Nivel Profesional: Empleado
  • Tipo contrato: Indefinido
  • Jornada: Jornada completa
  • Honorarios: No especificado