Network Consultant-Assistant Manager

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 IP Network Support Specialist to provide first-line diagnosis and incident support for IPVPN, Internet, IP and transmission network faults. You will manage customer-reported incidents from initial assessment through to resolution, working closely with customers, internal support teams, service providers, technology vendors and third-party suppliers.This role requires practical IP and transmission troubleshooting knowledge, effective customer communication and the ability to make timely decisions while following established incident management processes. You will work in a 24/7 rotational shift environment, including night shifts, supporting the timely restoration of customer services in line with agreed service levels and performance measures.

What you’ll do

• Handle customer calls professionally, gather relevant diagnostic information and create accurate incident tickets.
• Perform first-line diagnosis for IPVPN, Internet, fixed-line IP and transmission network faults.
• Diagnose and troubleshoot technical issues, including network configuration problems involving routers and switches.
• Take ownership of customer-reported incidents and progress them towards resolution.
• Follow applicable incident management processes, global procedures and local work instructions.
• Identify whether requests are within scope and make timely decisions to support effective resolution.
• Coordinate with internal support teams, service partners, network providers, vendors and third-party suppliers.
• Escalate incidents at the appropriate time and support effective de-escalation when service stability has been restored.
• Provide customers with prompt, clear and accurate updates throughout the incident lifecycle.
• Monitor incident progress to support resolution within agreed service levels and key performance indicators.
• Contribute to improvements in processes, systems and team capability.
• Develop knowledge across relevant network technologies and apply technical information in a customer-friendly manner.

Who you are

Essential experience and capabilities

• You have at least one year of experience within a telecommunications service provider, system integrator, network support or related technical environment.
• You understand telecommunications and IT service models and their practical application.
• You have practical knowledge of troubleshooting IP and transmission networks.
• You understand incident management, including the escalation of incidents to technology vendors, other licensed operators or third-party suppliers.
• You can coordinate with multiple stakeholders and support incident resolution within agreed service levels.
• You communicate technical information clearly and provide accurate updates to customers.
• You demonstrate effective customer-handling, collaboration and problem-solving skills.
• You can work effectively as part of a team in a 24/7 rotational shift environment, including night shifts.
• You hold an engineering degree or equivalent qualification, with CCNA-level networking knowledge.

Desirable experience and capabilities

• Experience troubleshooting fixed-line IP services.
• Knowledge of Cisco routers and switches.
• Knowledge of Alcatel routers.
• An understanding of submarine cable systems.
• Familiarity with voice networking concepts.
• ITIL Foundation certification or equivalent working knowledge.
• Experience contributing to process, system or capability improvements.
• A diploma or bachelor’s degree in Telecommunications, Computer Science or a related discipline.
• CCNA or CCNP certification.

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

• An opportunity to work with global customers, service providers, technical teams and third-party partners.
• Practical exposure to customer-facing telecommunications incident management.
• Experience supporting business-critical IPVPN, Internet, fixed-line IP and transmission services.
• Opportunities to broaden your technical knowledge across network technologies, routers, switches and service-provider environments.
• Experience working within established service levels, incident processes and operational performance measures.
• Opportunities to contribute to process, system and capability improvements.
• A collaborative environment where you can strengthen your customer communication, stakeholder coordination and technical troubleshooting capabilities.

What skills you will learn

• Structured first-line diagnosis of IPVPN, Internet, IP and transmission network faults.
• End-to-end incident ownership, from customer contact and ticket creation through to service restoration.
• Troubleshooting network configuration issues involving routers and switches.
• Customer communication during technical incidents.
• Coordination with network providers, vendors, internal support teams and third-party suppliers.
• Effective incident escalation and de-escalation.
• Application of service-level agreements and key performance indicators in network operations.
• Practical use of incident management processes and local work instructions.
• Identification of opportunities for process, system and capability improvement.
• Translation of technical network information into clear, customer-friendly communication.

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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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