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Subject Matter Expert, AO VF-DE_DE

Posting Country:  Romania
Date Posted:  27-Aug-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.

Your day to day:

Ensure the Operations floor during any shift. Escalation point for any incidents or problems on the Vodafone Infrastructure.

Ensure the Operations floor during any shift. Escalation point for any incidents or problems on the Vodafone Infrastructure.

Daily activities:

  • Serve as 3rd level support by providing resolution or dispatching accordingly where applicable when receiving incidents and service request, which could not be solved at second level;
  • Perform remote troubleshooting through thorough analysis and relevant questions;
  • Record actions taken and resolution provided in the relevant ticketing system;
  • Ensure end-to-end ticket resolution is performed according to the internal procedure;
  • Provide technical guidance to L1 and L2 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

Mandatory skills:

  • Excellent operating systems knowledge;
  • Excellent Microsoft Office Suite knowledge (O365);        
  • Excellent networking skills (LAN, WAN, TCP/IP etc)         
  • Mobile Operating Systems expertise (Android, iOS);
  • German (C1 or above)
  • English (B2 or above)
  • Operational understanding;
  • Team working skills;
  • Flexibility;
  • Risk management

Benefits:

  • In this pandemic period we have 100% work from home for your safety. After this pandemic period we have 2 days work from home per week! 
  • Medical and dental services 
  • Life insurance 
  • Dedicated employee phone subscription 
  • Special discounts for gyms and retailers 
  • Annual Company Bonus 
  • Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills 
  • You get to work with tried and trusted web-technology 
  • Getting in on the ground floor of and technology changing company 
  • Flexible Vacation – Take time off when you need it, we trust you! 

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.