customer solution engineer, professional services

Key accountabilities• Participate in handover of new customer solution ensuring proper documentation and configuration is available• Proactively and effectively taking care of 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 teamsRole specific requirements• fluent/business level English for speaking, listening, writing, and reading• 5+ years’ experience in IP network design and Operations• CCNA CCNP equivalent or higher (CCIE and/or CISSP highly valued)• Deep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS)• Solid understanding of the TCP/IP model• Proven hands-on network engineering experience• Able to demonstrate a high level of capability from a second level perspective in the IP/Managed product group• Excellent communication skills and negotiation skills• Proactive with great team spirit• Customer and service orientedIn addition, you are:• A robust, dynamic self-starter with imagination and vision• Willing to be flexible to get the work done and able to prioritise and plan time effectively,• Able to communicate clearly and succinctly, including the ability to deliver difficult messages in a positive way,• Have strong interpersonal skills and able to build a positive team culture in a global team and cross-cultural environment as well as a customer focused culture,• Have commercial acumen• Results-focused, efficient, and pragmatic• Able to support a judicious vision and think globallySkillsNetwork Operating SystemsWorkflow ManagementData AnalysisService Level ManagementNetwork Operations Standards and ProceduresNetwork Operations Diagnostics