IoT 1st Line Service Support Technician

Job Description

Join Us

You will provide the maintenance of the hardware and software IT systems for Vodafone IOT customers. Maintains high availability and optimal performance of the customer’s infrastructure and of all IT and Telecom supported services. Continuously improves system performance and optimizes working methods already in place. Adapts and contributes to the customization of hardware and software solutions based on customer requirements, delivering cost efficient services of high quality.

What you’ll do

• You will perform monitoring and troubleshooting activities in order to maintain the functioning state of the hardware and software systems, by using available tools.

• You will provide 24h/24h technical support, gathers all the required information from the customer or monitoring systems in order to solve all the hardware and software functional incidents.

• For some of the delivered solutions, modifies and adapts the existing software solutions, after validating with other technical teams, for a better performance and customer experience.

• You will provide technical information to customers about service affecting events and alarms, using the agreed means of communication.

• You will collaborates with other technical teams by analysing information gathered from customers and/or performance-monitoring systems and transmitting the investigation results and proposed solutions/recommendations to said teams in order to change and adapt the existing software. The outcome is reflected in the resolve of complex technical incidents (including software bugs), displaying an improved customer experience.
• Works in compliance with the operational agreements and fulfils the key performance indicators of the service (speed, response time, error rate).

Who you are

• Minimal knowledge in Telecom on the following technologies: Core Telecom Network (2G/3G/4G) and IP networks

• Network architecture knowledge:

• Circuit Switch

• Packet Switch

• Knowledge of protocols GTP, IP

• Experience in monitoring and ticketing software

• Minimal knowledge in Linux/UNIX, CLI, any distribution.

• Fluent in both written and verbal English

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.