IT Operation Engineer (VOIS)

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.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking an IT Operations Support Engineer to provide technical support to Vodafone Germany stakeholders, focusing on first-line troubleshooting, ticket handling, and escalation management. The role involves resolving technical issues across enterprise and consumer services—particularly those related to web applications—while supporting a 24/7 shift-based operation. The ideal candidate thrives in a collaborative, global environment and excels in both German and English communication.

What you’ll do

• Receive, log, prioritise, and close incidents and requests through phone, email, and ticketing systems.
• Perform initial diagnosis, troubleshooting, and escalation to next-level support or external partners.
• Monitor systems, incoming alerts, and ticket queues to ensure timely action within agreed SLAs and OLAs.
• Keep users updated on ticket progress, outcomes, and expected timelines.
• Review responses from underlying support levels and enrich knowledge base articles accordingly.
• Liaise with cross-functional support groups to resolve complex service requests.
• Conduct outbound communication for notifications, updates, and service events.
• Handle and maintain systems, peripherals, and basic technical equipment repairs.
• Participate in shift-based operations and on-call rotations supporting 24/7 service coverage.
• Validate incident and request documentation and ensure continuous ticket progress.
• Support problem management activities, including root cause analysis and reporting.
• Manage changes according to defined change management procedures.

Who you are

• Hold a bachelor’s degree in Computer Engineering, Communication Engineering, or Computer Science (preferred but not mandatory).
• Bring 1–3 years of IT support experience with a solid understanding of technical support operations.
• Fluent in both written and spoken German and English.
• Skilled in troubleshooting and analysis across operating systems (Windows, Linux/Unix).
• Familiar with basic web development concepts; knowledge of HTML, JavaScript, and Linux/Unix is an advantage.
• Possess networking knowledge and understanding of ITIL processes (a plus).
• Highly organised, detail-oriented, and comfortable working in a global collaborative environment.
• Able to multitask, work under pressure, and maintain a customer-focused approach.
• Strong communicator with confident negotiation and documentation skills in German and English.
• Willing to work shifts and participate in on-call rotations.

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

• Exposure to a multinational technology environment and cross-functional support teams.
• Opportunity to deepen expertise in incident, problem, and change management processes.
• Continuous learning through hands-on experience with operating systems, web technologies, and enterprise platforms.
• Development within a 24/7 operational environment that enhances technical agility and responsiveness.
• Growth opportunities in a global shared services organisation with diverse career paths.

What skills you will learn

• Advanced troubleshooting and technical diagnostic skills.
• Practical ITSM (Incident, Problem & Change) process knowledge.
• Enhanced communication and stakeholder management in both German and English.
• Broader understanding of enterprise systems, monitoring tools, and ticketing platforms.
• Cross-functional collaboration within a global technology operations environment.

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.

Alert

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Follow us on social media and #StayConnected

• LinkedIn: https://www.linkedin.com/company/vois/
• Facebook: https://www.facebook.com/voisglobal
• Instagram: https://www.instagram.com/voisglobal/
• Chat with our employees: https://lnkd.in/dpkrcvR2