BSO 2nd Level Support Network Engineer

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 right balance between work and life, Vodafone offers the opportunity to help you belong and make a real impact.

What you’ll do:

Business Service Operations (BSO) sits in the Commercial Operations business unit. Your colleagues specialise in supporting complex Voice and Data solutions (WAN, SDWAN, LAN, WIFI, Unified Comms, VOICE) for our Corporate and Government customer base.
The 2nd Level Support Network Engineer is a customer-focused, operational person. Your core function is providing 2nd level of network support to our business customers across a wide range of Vodafone products and services. You will work on more complex faults than your 1st level support colleagues.
You are a strong standout colleague with a focus on delivering a first-class service to our customers. You are passionate about networking and technology. You have previous experience in supporting Aruba LAN, Wi-Fi, and Cisco networks within a technical function. You are a complex problem solver who uses critical thinking and creativity to troubleshoot and resolve complex customer incidents, all the time working with the customer directly.
You will complete important follow up problem management and continuous service improvement (CSI) activities on the back of an incident.
You will liaise between Network Operations, Commercial Operations, Technical Design, 3rd Line Customer Engineering, 3rd Party partners, suppliers and carriers communicating between all key stakeholders to ensure resolution of faults.

Essence of Role – Key Accountabilities:

As a BSO 2nd Level Support Engineer you will:

Work as part of a managed service team Provide a highly professional second level support, triage, and resolution of incidents Communicate with customers of a technical nature in a clear and concise manner

Demonstrate customer focus and an understanding of a customer’s needs

Build trusted relationship with our customers, by driving continuous service improvement and managing escalations.

Take ownership of incidents, communication, and partner engagement for complex & General critical incidents, using your understanding of customer networks and solutions

Clearly escalate incidents and problems internally within Vodafone and with external parties where required Prioritise incidents as per the Incident Management Process Priority Matrix Act as a subject matter expert on the Vodafone Product Portfolio Act as tech lead for projects e.g. Service launch, early life support, tooling, process, documentation

Interpret trends in incidents, problems and network behavior and communicate this trend to other areas Change management, prepare, and implement change requests under governance

Who you are:

Essential A minimum of 5 years’ experience in supporting complex telecommunication and CPE (customer premise equipment) based propositions within a technical function of CPE vendor, TELCO, or large organization.
Cisco Certified Network Professional (CCNP) certification Aruba Certified Mobility Associate (ACMA), Aruba Certified Switching Associate (ACSA), Aruba Certified ClearPass Associate (ACCA) certifications Hands on experience in Aruba/Meraki SD, Wi-Fi, and LAN iMC / Aruba Airwave / Aruba Central experience Strong technical knowledge of technology and subject matter expert in WAN; LAN; Wi-Fi;
Network Security Experience in a scripting language python, java etc Knowledge in software development and or DevOps principles
Complex problem solver
Strong troubleshooting and analytical skills
Self-motivated and energetic worker
Excellent communication and interpersonal skills
Ability to react well to pressure

Desirable:

Degree in IT / Telecommunications / Engineering

Knowledge of Vodafone Business Corporate product portfolio

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background.
If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply — you may be the right candidate for this role or another opportunity.

What’s in it for you?

The flexibility to work how you perform best, with hybrid ways of working and real focus on work-life balance
A competitive package including salary, bonus and a strong pension to support you now and long-term
‘’Generous’’ flexible benefits allowance, plus access to comprehensive health and wellbeing support
Access to our on-site wellness centre and gym, alongside a wider wellbeing programme
Free mobile plan, device offers and exclusive discounts for you, your family and friends
Market-leading family policies and flexibility to support you at every stage of life
Real opportunities for career growth through learning, development and internal progression

Who we are:

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people’s lives and the world around us.
Through our technology, we empower people — connecting everyone regardless of who they are or where they live — and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn’t a concept; it’s lived, breathed, and cultivated through everything we do. You’ll be part of a global and diverse community with many different minds, abilities, backgrounds and cultures.
We’re committed to increasing diversity, ensuring equal representation, and making Vodafone a place where everyone feels safe, valued and included.
Vodafone is committed to supporting candidates with disabilities during the recruitment process. If you require any adjustments, please let us know.
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Together we can.
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