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Support Engineer (_VOIS)

Posting Country:  Egypt
Date Posted:  11-Jan-2021
Full Time / Part Time:  Full Time
Contract Type:  Fixed Term Contract

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:
Support Engineer is responsible to provide the IT support for Vodafone local markets as 2nd line team responsible for resolving complicated technical issues or escalating them to the vendors. The role includes maintaining the availability of the applications and their hosted servers, management of all the system components and development of scripts to automate the system activities.

ROLE REQUIREMENTS:
Key Accountabilities Key Activities / Decision Areas
Operations

•Maintaining the availability of the applications
•Performing all possible technical troubleshooting steps on mobile platforms and back end systems to solve the problems and service requests, including testing and QA of fixes.
•Determine if issues are application or software (triage)
•Regular Deployment activities for CMS enhancements and new releases
•Developing scripts to automate system activities
•Monitoring configuration
•User management configuration
•CMS (application) Management and configuration
•Troubleshooting & facilitating the Infrastructure and connectivity issues remotely for Vodafone markets (i.e., Vodafone Portugal, Greece, Ghana, etc) (DNS,Proxy, Firewalls)
•Utilizing the existing team applications and tools (knowledge base, Documentation database) to solve the incidents
Quality 
•Ensure that the technical solution and root cause are clear and logic
•Prioritizing and managing several open cases at one time based on agreed Service Levels.
•Ensure that all incidents are solved within the agreed SLA
•Update the technical documentation and the team knowledge base.
SLA 
•Ensure that the technical solution and root cause are clear and logical
•Prioritizing and managing several open cases at one time based on agreed Service Levels.
•Ensure that all incidents are solved within the agreed SLA
•Update the technical documentation and the team knowledge base

•Qualification / Experience:
oBachelor of Engineering / computer science or related discipline
o1-2  years IT Support, system administration, web/software development experience


•Technical skills:

oSome UNIX/Linux administration
oTechnical knowledge in IT infrastructure technologies  and connectivity techniques
oContinuous integration
oWorkflow best Practice
oSecurity techniques and technologies
oExperience in LAMP stack would be desirable, particularly in MySQL and PHP
oExperience with Drupal would be desirable.
oUnderstanding and experience with Cloud based systems such as PaaS or AWS would be extremely beneficial
oDevelopment skills using (shell scripting,PERL,)
oHands on experience for Revision control systems like SVN,GIT
oWorking knowledge of monitoring and alerting systems (NewRelic, Nagios)
oRemedy experience  is desirable
oITIL Foundation certification is desirable.
oApplication deployment management and risk mitigation
oKnowledge of Application performance & monitoring tools such as  New Relic or AppDynamics would be desirable
oAbility to collaborate with third parties
oUnderstanding of the Cloud paradigm.
•Personal skills:
oExcellent communication skills and presentation skills.
oSelf motivated, detail-oriented
oWilling to work on shift basis and On-call.
oConfident negotiation and online documentation (throughout the negotiation) in English

 

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.