Share this Job

Legacy Service Assurance Associate Engineer

Posting Country:  Greece
Date Posted:  27-Nov-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

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.

Role purpose:

The scope of the role is to perform Converged Telephony and Legacy Services support in direct contact with Business Customers, field technicians and 2nd level support teams.

Key accountabilities and decision ownership:

•    Troubleshoot and resolve customer technical issues which arise after service activation 
•    Perform all required actions in order to support Converged Telephony and Legacy Services to customer, doing also all Vodafone internal coordination activities that follow the troubleshooting process.
•    Organize field technician visits to customer premises in order to perform all appropriate actions.
•    Perform Services Proactive Monitoring and run health checks 
•    Send technical incident reports to Business customers

Core competencies, knowledge and experience:

•    2- 3 years of experience in administration of technology services (Fixed telephony - PBX administration- Internet solutions) 
•    Familiar with  Transmission/Transport, IP Networks 
•    Very good organizational, analytical and interpersonal skills
•    Logical approach to problem solving and self-motivation
•    Ability to retain knowledge and cross-match new problems with previous ones (Problem-solving skills)
•    Broad experience of supporting major corporate customers 

Must have technical / professional qualifications:

•    Technical education with qualifications in telecommunications, electronics and computing.  
•    Thorough knowledge, end to end, of fixed voice/ Internet telecommunication network operation
•    Knowledge of Microsoft Office programs (Word, Excel, PowerPoint)
•    Cisco certifications (CCNA, CCNP, etc) will be considered as an asset
•    A good command of written and spoken English

Key performance indicators:

•    NPS and tnps
•    Response & Resolution time
•    KPIs according to customer needs

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.