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Agent L2 Bss_de

Posting Country:  Romania
Date Posted: 
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready?

Your day to day:

Provide IT services in the area of Help Desk for Business Systems/Applications.

With these activities you will have a great impact on our business:
  • Serve as 2nd level support by providing resolution or dispatching accordingly where applicable when receiving incidents and service request, which could not be solved at first contact
  • Assessing the business impact (define ticket severity) and driving incident resolution process (ticket ownership)
  • Perform remote troubleshooting through thorough analysis and relevant questions
  • Record actions taken and resolution provided in the relevant ticketing system
  • Perform ticket follow-up according to the internal procedure
  • Identify and suggest possible improvements on procedures
  • Provide technical guidance to L1 agents
  • Ensure fulfilment of the agreed Service Level Agreements/Key Performance Indicators
  • Provide telephony, chat and ticketing support based on business requirements & workload (peaks)
  • Contribute to knowledge management process by documenting newly elaborated solutions in order to make applicable the knowledge for the first level support
With these skills you are a great candidate:
  • German (C1 or above)
  • English (B2 or above)
  • Has at least 2 years of hands-on experience in an IT Helpdesk team
  • Has resolved incidents while supporting an enterprise environment that included:
  • Advanced operating systems knowledge
  • Advanced Microsoft Office Suite knowledge (O365)
  • Advanced  networking skills (LAN, WAN, TCP/IP etc)
  • Advanced Active Directory knowledge
  • Advanced CRM knowledge
  • Advanced Billing System knowledge
  • Has used an IT Service Management tool (BMC Remedy or similar)
  • Familiar with ITIL best practices and processes
  • Ability to diagnose and resolve difficult  technical issues
Sounds like the perfect job? We’ve got even more to offer:
  • Work from Home – You can get to work remotely from anywhere you choose!
  • Medical and dental services
  • Life insurance
  • Dedicated employee phone subscription
  • Special discounts for gyms and retailers
  • Annual Company Bonus 
  • Ongoing Education
  • You get to work with tried and trusted web-technology
  • Getting in on the ground floor of an technology changing company
  • Flexible Vacation

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.