Hello there! We’re Vodafone Intelligent Solutions (also known as _VOIS) and we’re looking for a
Technical Support Specialist (24/7)
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:
- Provide a high-level 1st line support and first time resolution whenever possible, plus level 2 support and resolution on given systems
- Solve the majority of the problems, forwards only those cases that require specialized knowledge to the next level of support
- Gather all the required information from the Customer or monitoring systems, for further investigation with help of next level support.
- Work with greater independence, possesses bigger authority and knowledge to solve problems
- Analyse network packets to determine next step of troubleshooting.
- Own the customer relationship, handling and resolving technical issue.
- Provide 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 SLA's 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 talk, text message, and data within the EU)
- Vodafone HOME discounted fleet services for employees and their friends & family
- Cafeteria package;
- Private Medical Services;
- Employee Assistant Program to support your wellbeing and mental health;
- Currently, we are trialling a flexible and hybrid way of working to ensure our colleagues’ wellbeing and health & safety; we combine working from home with meeting max 2 times/week in our fully refurbished, digital office in Budapest
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
Read Full Description