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/stakeholders

What you will do:

• Provide 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, forward 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 the help of next-level support.
• Work with greater independence, and possess bigger authority and knowledge to solve problems 
• Analyse network packets to determine the next step of troubleshooting.
• Own the customer relationship, handling and resolving technical issues.
• 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 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 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