IoT 1st Line Service Support Technician

Job Description

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

About this Role

We are seeking an IOT First Line Service Support Technician to provide reliable, round-the-clock technical support for Vodafone IoT customers. This role focuses on maintaining high availability and performance of customer hardware, software, IT, and telecom systems, while continuously improving system stability, efficiency, and customer experience. The individual will play a key role in incident resolution, monitoring, and collaboration with wider technical teams to ensure service excellence.

What you will do

• Monitor, analyse, and troubleshoot hardware and software systems using approved monitoring and diagnostic tools.
• Provide 24/7 technical support, gathering and validating information from customers and monitoring platforms to resolve incidents efficiently.
• Maintain the operational stability, availability, and performance of IoT customer infrastructure and supported IT and telecom services.
• Modify and adapt existing software solutions, where applicable, following validation with relevant technical teams, to improve performance and service quality.
• Communicate clearly with customers regarding service-impacting events, alarms, and incidents through agreed communication channels.
• Collaborate with internal technical teams by sharing investigation findings, root cause analysis, and improvement recommendations.
• Contribute to the resolution of complex technical incidents, including those related to software defects, ensuring improved customer outcomes.
• Work in line with operational agreements and consistently meet defined service performance indicators such as response time, resolution speed, and quality metrics.
• Support continuous improvement initiatives by optimising existing processes and working methods

Who you are

• An individual with basic working knowledge of Linux/UNIX environments and command-line interfaces across any distribution.
• Familiar with Oracle Databases and able to perform basic SQL operations.
• Possess foundational understanding of IP networking, telecom architectures, and protocols such as SMPP, RADIUS/DIAMETER, and SS7 signalling.
• Experienced in using monitoring and ticketing tools within a technical support or operations environment.
• Comfortable working in a 24/7 support model and managing multiple incidents with a structured, customer-focused approach.
• A clear and confident communicator, fluent in both written and spoken English, with the ability to explain technical information effectively.

Not a Perfect Fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What’s in it for you

• Hybrid way of working
• Medical and dental services
• Life and hospitalization insurance
• Dedicated employee phone subscription
• Take control of your benefits and choose any of the below options: MEAL TICKETS/ PRIVATE PENSION/ VACATION VOUCHERS/ CULTURAL VOUCHERS within the budget.
• Special discounts for gyms and retailers
• Annual Company Bonus
• Loyalty Programme
• Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
• You get to work with tried and trusted web-technology
• Getting in on the ground floor of a technology changing company
• We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off.
• Special Paternal Program - 4 months of paid paternity leave

What skills you will learn

• Advanced troubleshooting techniques across integrated IT, telecom, and IoT platforms.
• Deeper practical understanding of telecom signalling protocols and network architectures.
• Incident management best practices within a 24/7 operational environment.
• Cross-team collaboration skills, including technical analysis, documentation, and stakeholder communication.
• Continuous improvement and optimisation methodologies applied to live production systems.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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