Your role in a nutshell: 

Provide 1st and 2nd line technical support to external and internal customers within a BAU context, according to the set expected service levels and quality, working in 7/24 shifts, performing overtime and standby when required. Use the ticketing system and drive resolution of the logged issues and service requests within a multi-supplier environment. Resolve an increasing percentage of issues at first contact, based on technical expertise and an excellent understanding of systems and processes. Communicate the status of high severity incidents/ outages to clients/ partners/ stakeholder

Why you will love your job:

Provides a high-level 1st line support and first time resolution whenever possible, plus level 2 support and resolution on given systems
Solves the majority of the problems, forwards only those cases that require specialized knowledge to the next level of support
Gathers all the required information from the Customer or monitoring systems, for further investigation with help of next level support.
Works with greater independence, possesses bigger authority and knowledge to solve problems 
Analyse network packets to determine next step of troubleshooting.
Owns the customer relationship, handling and resolving technical issue.
Provides technical information to customers about service affecting events and alarms via phone or other communication channels.
Liaise with internal and external solution groups, ensuring that contractual SLAs are met.
Act as 1st level escalation manager 

What you will bring to the team:

Minimum 1-year Experience of working in a customer-facing (IT) support function
Experience of working in a multi-partner environment
Priority management skills
Service orientation and customer focus
Troubleshooting and analytical skills
Fluent in both verbal and written English
German language knowledge is an advantage
Solid Knowledge of protocols such as GTP, TCP/IP, MPLS
Good Knowledge of OSI Model
Understanding of services such as DNS, DHCP, Radius.
Familiarity with network packet analysis tools (desired)
Experience using monitoring tools is (advantage).
Familiarity with support system/ tool  including ticketing tools such as (Service now, Remedy) (desired)
ITIL knowledge (desired)
CompTIA Network+ (highly desired)
CCNA (Cisco Certified Network Associate) (highly desired)

In return we provide you with:

A dynamic environment where innovative ideas are always welcome
A collaborative community where your professional goals and work are supported by a diverse team
Access to internal trainings through Vodafone University and external trainings via other providers
A supportive internal coaching and mentoring culture
Opportunities to participate in company activities and Vodafone Foundation events
Corporate assets including a laptop and mobile phone with Vodafone RED subscription (unlimited voice, text message, and data within the EU)
Cafeteria package
Private Medical Services
Employee Assistance Program to support your wellbeing and mental health
Life and accident insurance
You can work remotely overseas for 20 days a year
16 weeks fully paid parental leave. This applies to all non-birthing partners who become parents due to birth or adoption
You and your family members can enjoy several discounts from our partners
You will be working in a hybrid model, which means 3 days working from home with 2 days office visit per week

What you need to know about us

We are the engine that powers Vodafone around the world: our work impacts millions of people around the globe every day. If you want to experiment and learn fast, integrated into an international, multicultural and inclusive team, then _VOIS is the place for you.

#movewithus #_VOIS #VOISHU #LI-Hybrid