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. 

Why we need this role

As a Technical Lead, Assisted Services within Premium Network Services, you will be responsible for the end-to-end management and execution of customer change requests (MACD - Move, Add, Change, and Delete. Acting as a trusted operational contact for customers who have contracted Assisted Services, you will ensure that service requests are tracked, documented, validated, and implemented in accordance with defined operational processes and service commitments. 

Working within extended European business hours, you will manage and execute customer changes while delivering an exceptional customer experience. For changes requiring implementation outside of business hours, you will prepare detailed Methods of Procedure (MoPs) to enable successful execution by operational shift teams. 

To be successful in this role, you will develop and apply technical expertise across IP networking, SD-WAN, and emerging SASE technologies. You will work closely with Customer Solution Engineers (CSEs), Technical Solution Engineers (TSEs), Operations teams, and customers to ensure network changes are delivered efficiently, accurately, and with minimal service impact. As part of the Premium Network Services offering, you will play a key role in maintaining customer satisfaction and driving operational excellence. 

What you will do

Own customer changes as part of the Assisted Services Package contracted by the client - MACD (Move, Add, Change, Delete). 

Act as the primary customer contact for MACD-related activities. 

Validate and translate customer requirements into executable network changes. 

Implement changes across IP, SD-WAN, and related network technologies. 

Troubleshoot issues arising during change implementation. 

Create and maintain Methods of Procedure (MoPs) for planned changes. 

Coordinate with CSEs, TSEs, and Operations teams to ensure successful delivery. 

Ensure all requests are accurately documented and tracked. 

Contribute to process improvements and operational excellence.

What we're looking for

Essential Skills:
Experience supporting and implementing changes within IP/SDN networking environments. 

Good understanding of IP networking fundamentals and routing technologies. 

Experience supporting Versa Networks SD-WAN solutions. 

Familiarity with GUI and CLI-based network management tools. 

Strong troubleshooting and problem-solving skills. 

Ability to interpret customer requirements and implement network configurations. 

Strong customer communication skills. 

Excellent written and verbal communication skills in English. 

Desirable Skills.

Exposure to SASE technologies, particularly Versa Networks and Fortinet. 

Understanding of ITIL service management principles. 

Experience in managed services, premium support, or customer-facing roles. 

Familiarity with change management processes and operational procedures. 

Exposure to automation, scripting, or network orchestration tools. 

Relevant industry certifications (e.g., CCNA, NSE, Versa certifications). 

#LI-DNI

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

• Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.

Most recently we have:

• Signed the UN Women Empowerment Principles which guide our Gender Action Plan
• Trained 60 (and growing) Colties to be Mental Health First Aiders
• Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.

Benefits

Our benefits support you through all parts of life, for both physical and mental health.

• Flexible working hours and the option to work from home.
• Extensive induction program with experienced mentors and buddies.
• Opportunities for further development and educational opportunities.
• Global Family Leave Policy.
• Employee Assistance Program.
• Internal inclusion & diversity employee networks.

A global network

• When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.