Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
Role purpose:
Business to Business (B2B) Support Engineer is responsible for providing Global IT support for all Vodafone Operating Companies around the world acting as 2nd and 3rd line support team responsible for resolving complex technical issues and to Implement Incident management and request fulfilment for the customer tickets to ensure providing the services according to the service level agreement and escalating them to Vodafone vendors for the different enterprise and consumer cloud services that are operated by the team.
Key accountabilities and decision ownership :
- Working in shift bases available 24/7 with on call rotation.
- Responsible for operation handling (Monitor and track ticket system, Escalations handling, email system, phone for incoming Incidents and Requests according to process)
- Liaising with other support groups in assisting with the resolution of SRs where initial investigation does not resolve the customer’s incident.
- Handling event management by keeping customers informed of all relevant service events.
- Keep up to date with the new product versions and new releases to be able to support customers.
- Insure to solve assigned Trouble Tickets (TTs) for the supported systems within SLA.
- Transfer the knowledge to the first line of support & newcomers in the team.
Core competencies, knowledge and experience:
- Different Cloud Services Knowledge (Microsoft, Google, AWS, other SaaS platforms, etc)
- Networking Support Knowledge analysis of network problems (LAN/WAN)
- Ability to drive performance of third party suppliers and Vendors.
- Experience using (Jira/Confluence/oneITSM) is a plus.
- Microsoft Office365 & Azure Certification is required and good understanding of cloud concepts.
- Technical interpretation of technical error message retrievals & confident control of analysis tools.
Must have technical / professional qualifications:
- Bachelor of computer science / Engineering.
- Strong Conversational English skill both oral and written.
- 1-3 years in IT Field, system administration, ITSM.
- Strong Troubleshooting and problem solving skills.
- Good understanding of the global cooperative team environment.
- Very good analytical thinking skills, working under stress, Multitasking, Dynamic and Customer oriented.
