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.
Network Specialist - Customer facing technical service desk, graduate engineer (BE / BTech) or have the knowledge through courses, with adequate knowledge of networking (cisco certified preferred).
Role purpose is to provide technical service desk support to Premium service customers with complex solutions and complex SLA requirements in a 24/7 shift based working environment.
- To initiate diagnostics and perform pro-active analysis for all faults. Will perform root cause analysis for network alarms.
- Support the day to day operations with Change & Fault management by adopting ITIL industry standards.
- Responsible for adhering to SLA and ownership on Incidents throughout the life cycle.
- Responsible for transferring tickets to L2 engineers and other necessary respective teams for problem resolution
- Responsible for adhering to process framework outlined for profile.
- Zero misses on process and escalations.
- To coordinate with Vendors and 3rd Parties on priorities based in situation and impact to customer business
- To understand the business impact and sensitize the reported or proactively observed fault/issue and carry out proper much needed escalation within the management.
- Ensure customers are regularly updated about the ongoing issues.
- Individual has to be confident and should be able to handle customer effectively (Individual would need to join customer bridge calls for troubleshooting or during an escalation to keep customer
- Individual should effectively multi task and be responsible for queue management.
Communication skills
Team Player, ability to work in an international and virtual team environment
A strong desire to pursue industry accreditation as part of a continued drive training and development
Ability to perform in dynamic, high-growth & high-uncertainty environments
Customer Loyalty, Create the Future, Learn Fast, Get it Done Together
CCNA Certificate is a must with 1 year NOC experience with technical profile background. CCNP is an added advantage.
Good technical & IT knowledge
Experience of a multi-partner environement
MS Office applications
Business level German and English– written and spoken
