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1st Line Engineer

Posting Country:  Romania
Date Posted:  14-Jan-2021
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?

Role purpose

1st Line Operations of Vodafone Network in a multi-vendor environment.

Monitors and maintains Vodafone Network (24h/7days), dispatches field force and 2st Line personnel, performs periodical reports and follow up in order to reach the agreed Network and NOC KPI’s.

Performs preventive and corrective first level troubleshooting ensuring quality and continuity of service and for Vodafone Network.

In collaboration with the 2nd Line Operations teams, works out procedures related to the analysis of alarms in order to detect and eliminate faults.

Stays up to date with latest network technologies.

Participates in execution of Bussines Continuity Plans for network recovery in case of emergency situations (earthquake, fire, flooding).

Key accountabilities and decision ownership:

  • 24h/7days monitoring of the Vodafone Network (RAN, Core, VAS, Fixed), using umbrella fault management systems and specific NMS’s;
  • Investigates and solves regular and complex issues and incidents, provides support to Field Force, SMC, Performance, Problem and Incident Management Teams;
  • Dispatches field engineers and contractors, in case of incidents that need on site support and follows up the issue until it is solved;
  • Escalates regular and complex technical problems to 2nd Line Operations in order to solve incidents as soon as possible;
  • Offers phone and email support to Field Force, third parties and internal departments;
  • Provides notifications related to network outages to the management team and triggers 2nd Line engineers, and the Incident Manager for major network outages to coordinate the activities to solve them;
  • Participates in internal and external training sessions;
  • Consistently progresses in knowledge development and upskilling;
  • Assigns, tracks and monitors tasks till completion;
  • Provides coaching and support to Fixed&RAN&Core team members and new comers. Ensures they have clear directions and are able to troubleshoot incidents and customer complaints;
  • Supports new processes and projects transferred within the team;
  • Escalates problems with processes or blocking points and make follow-up until they are solved;
  • Implements new procedures and operational processes for eficientisation and optimisation of activities to meet the agreed KPI;
  • Follows-up on escalated incidents and customer complaints;
  • Ensures resolution as soon as possible for network incidents.

With these skills you are a great candidate:

  • Ongoing or finalized university studies, preferably in a technical area (eg. Faculty of Electronics, Telecommunications and Technology Information)
  • Min. 6 months relevant work experience (IT/ Telecom environment) is considered a plus
  • Knowledge of telecommunication services and technologies (GSM, UMTS, LTE, 5G, PDH, SDH, DWDM, IP);
  • Capable to understand and to work with different Windows applications (WEB - based);
  • Good communication skills;
  • Team working oriented;
  • Good Knowledge of English language;
  • Knowledge in other European languages is a plus (operationally relevant);

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.