TECHNICAL SUPPORT SPECIALIST (24/7)

Hello there! We’re  Vodafone Intelligent Solutions  (also known as _VO IS) and we’re looking for a     Technical Support Specialist - IoT Specific (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 Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.