Optical & Ethernet network engineer (German speaker)

Short Description

This is an exciting opportunity for someone who thrives in a dynamic, collaborative environment and is eager to tackle technical challenges while delivering exceptional customer service. If you’re looking for a role that allows you to grow your technical expertise and make a meaningful impact, we’d love to hear from you!

Role Purpose

Join a team of highly skilled and passionate customer support engineers, taking full responsibility for resolving customer faults and technical challenges related to Colt’s Ethernet and Optical products and services. This role includes end-to-end ownership, task coordination, and managing relationships with network partners and internal teams to ensure a seamless customer experience.

Key Accountabilities

• Proactively monitor, diagnose, and resolve issues across Colt's pan-European MPLS infrastructure and a diverse range of Ethernet and Optical services, meeting strict SLAs.
• Apply knowledge of Optical and Ethernet networks (previous experience is a strong advantage).
• Maintain an in-depth understanding of customer-specific networks and services.
• Act as a single point of contact for customers, delivering professional support and updates with a customer-centric approach.
• Establish and nurture relationships with key partners and vendors.
• Collaborate with field service teams or escalate issues to 3rd level support when needed.
• Keep accurate and detailed records of incidents, providing timely and comprehensive updates using Colt’s fault management system.
• Resolve recurring issues by identifying root causes and implementing long-term solutions for Optical and Ethernet networks.
• Prepare technical reports for customers as needed.
• Manage software upgrades, coordinating with vendors and internal Colt teams to ensure smooth execution.

Role Requirements

Technical Expertise:

• Direct experience with Layer 1-2-3 technologies, including but not limited to:
  • MSP, Ethernet, DWDM systems: Implementation, commissioning, maintenance, diagnostics, and troubleshooting.
• Proficient in network management via GUI and CLI interfaces.
• Hands-on experience with key vendors and technologies, such as ADVA, Ciena, Accedian, Infinera, Nokia, Nortel.

Professional Experience:

• Telecom/IT helpdesk experience, ideally with global network providers, NOC teams, and field support operations.
• Proven ability to manage and resolve technical incidents with full accountability, collaborating across internal and external teams to achieve timely resolutions.
• Strong communication skills, both written and verbal, to provide exceptional customer service and manage stakeholder expectations effectively.

Languages:

• Fluent German (C1 level) is required.
• Communicative English (B1 level) is also necessary.

Skills/ Qualifications

• Formal IT certifications such as CCNP, CCSP, CCNA, or CompTIA Network+ are highly desirable.
• Logical and methodical troubleshooting skills with the ability to resolve complex technical situations calmly and professionally.
• Strong customer-facing communication skills, capable of handling specialist queries and providing solutions across multiple technologies.
• A customer-first mindset with a passion for solving problems and improving service delivery.