Fixed & IoT Services 2nd Level Support Technician

Job Description

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.

What you’ll do

Responsible for leading and developing a technical support team delivering high-quality operational support for Fixed, IoT, Cloud, and SDN services to Corporate & SME customers. The role ensures service availability, incident resolution, customer satisfaction, and continuous improvement while aligning with Vodafone’s operational standards and strategic objectives.

Key Accountabilities:
• Responsible for VBTS call centre activities
• Responsible for 1st and 2nd level support activities for Vodafone Fixed, IoT, Cloud and SDN services to Corporate & SME customers.
• Lead, coach, train and motivate a team of support technicians to deliver consistent, high-quality service
• Conduct regular one-to-ones, performance reviews, and development planning
• Coordinate daily activities and monitor service performance, SLAs and KPIs, taking corrective actions where required
• Act as 1st level management escalation point for customer related issues.
• Drive customer satisfaction by ensuring timely communication and issue resolution
• Coordinate with internal teams and third-party vendors and partners
• Provide technical guidance and decision support for complex issues across Fixed, IoT, Cloud, and SDN services

Who you are

• At least 2 years of experience in technical support on fixed services
• Bachelor’s degree in Engineering, Telecommunications, or related field
• Excellent knowledge in xDSL/FTTx technology and mobile networks
• Relevant technical certifications (Security, Cloud, Networking, or IoT)
• Excellent oral and written communication skills in Greek and English
• Knowledge of performance indicators
• Customer obsessed – emphasis on quality and excellence
• Excellent organizational and leadership skills with a problem solving ability
• People engagement and motivation skills
• Ability to make decisions under pressure and manage competing priorities

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 as you may be the right candidate for this role or another opportunity.

What's in it for you

• Award-winning work environment -certified #1 Top Employer in Greece
• Competitive pay, bonus & remuneration package
• Private Health & Medical Insurance
• Hybrid way of working: a blend of remote and office-based working, including the option to work from abroad
• Unlimited connectivity with our mobile, landline and Vodafone TV services – Experience first what our customers love
• Unlimited access to learning resources and trainings
• Vodafone Parental Leave: 16 weeks of fully paid parental leave to all employees regardless of gender, sexual orientation or length of service
• Remote work equipment to help you create a comfortable, ergonomic workspace at home
• Spirit of Vodafone days: dedicated time to pause, develop new skills and connect with our teams, values and services
• Extra days off: Vodafone Day, Family Day, Volunteering Day
• Office amenities (subject to the office location): such as restaurant, beauty corner, gym and parking
• Special employee offers and discounts

#LI-Hybrid #Vodafonespirit #Togetherwecan

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 increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.