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Technical Support Specialist - IoT Specific (24/7)
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- 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
- 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
- Good Knowledge of the OSI Model
- Experience using monitoring tools is an advantage
- Familiarity with support systems/ tools including ticketing tools such as (Service Now, Remedy)
- ITIL knowledge (desired)
- 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 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 voice, text message, and data within the EU)
- Cafeteria package
- Private Medical Services
- Employee Assistance Program to support your wellbeing and mental health
- Life and accident insurance
- You can work remotely overseas for 20 days a year
- 16 weeks fully paid parental leave. This applies to all non-birthing partners who become parents due to birth or adoption
- You and your family members can enjoy several discounts from our partners
- You will be working in a hybrid model, which means 3 days working from home with 2 days office visit per week
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
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