customer solution engineer, professional 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.

Short Description

Supports the execution of network operations and services including network surveillance, problem management, incident resolution and customer service assurance.

Job Summary

customer solutions engineer, professional services is responsible to provide end to end support to designated customer solutions. They will collaborate closely with the other Professional Services and Operations and Engineering functions to own the customer solution and provide technical insight, respond to escalation, support change coordination, and perform relevant activity to ensure customer satisfaction for the solution provided.

Strategic objectives and OKRs :

Operational excellence for the solution supported by the CSE / DES team, SLA target

Key interfaces :

Network Operations, Engineering, Service Delivery, Product, Customer Solutions, Service management, Designated Engineer support, Consultant

Job Description

Key accountabilities

• Participate in handover of new customer solution ensuring proper documentation and configuration is available
• Proactively and effectively respond to customer escalation for incidents or issues
• Provide technical insights and relevant procedure to relevant teams and take ownership to manage complex incidents
• Ensure appropriate problem resolution and incident management is followed
• Ensure customer satisfaction and help define strategy for continual improvement of customer service quality and for future business development
• Provide support in change coordination for specific customer solution
• Train and mentor engineers on the owned customer solution
• Update and own documentation for the designated customers.
• Work with various network technologies, such as routers, switches, firewalls, wireless devices, and cloud platforms.
• Able to take on escalations during off business hours for special cases
• Able to take the lead and inspire trust and confidence from both customers and colleagues within Colt – particularly in time pressured environment
• Used to working in an international environment and matrix management of multi-discipline teams

Role specific requirements

In addition, you are :

Skills

Network Operating SystemsWorkflow ManagementData AnalysisService Level ManagementNetwork Operations Standards and ProceduresNetwork Operations Diagnostics

Education

A bachelor’s or master’s degree in Business, IT, Computer Science, Telecommunications or a relevant field

What we offer you :

Looking to make a mark?

At Colt, you’ll make a difference. Because around here, we empower people. We don’t 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

Most recently we have :