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VB Service Desk Network Specialist (_VOIS)

Posting Country:  Egypt
Date Posted:  31-Mar-2021
Full Time / Part Time:  Full Time
Contract Type:  Fixed Term Contract

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:
Network Consultant - Customer facing technical service desk, graduate engineer (BE / BTech) or have the knowledge through courses, with adequate knowledge of networking (cisco certified preferred).
Role purpose is to provide technical service desk support to Premium service customers with complex solutions and complex SLA requirements in a 24/7 shift based working environment.


Key accountabilities:

- To initiate diagnostics and perform pro-active analysis for all faults. Will perform root cause analysis for network alarms
- Support the day to day operations with Change & Fault management by adopting ITIL industry standards.
- Responsible for adhering to SLA and ownership on Incidents throughout the life cycle.
- Responsible for transferring tickets to L2 engineers and other necessary respective teams for problem resolution
- Responsible for adhering to process framework outlined for profile.
- Zero misses on process and escalations
- To coordinate with Vendors and 3rd Parties on priorities based in situation and impact to customer business
- To understand the business impact and sensitize the reported or proactively observed fault/issue and carry out proper much needed escalation within the management
- Ensure customers are regularly updated about the ongoing issues.
- Individual has to be confident and should be able to handle customer effectively (Individual would need to join customer bridge calls for troubleshooting or during an escalation to keep customer appraised of progress)
- Individual should effectively multi task and also is responsible for queue management

 

Core Competencies and technical experience:

- CCNA Preferred with 1 year NOC experience with technical profile background. CCNP is an added advantage.

-Bachelor degree in Engineering/computer science/BI or anything relevant
- Candidate should have engineering background. BE/BTECH. CCNA certification or have taken the relevant courses
- Desired: Experience in WAN technologies and troubleshooting is an added advantage. Very Good customer handling skills and Communication should be very good as we deal with Customers across the GLOBE
- good communication and should be really good at handling customers
- multi-tasking.
- team player and should be good enough to handle stress during multiple faults and at the same time should have patience to cope up with customer.
- smart and quick thinking and should have methodical/logical approach towards troubleshooting
- hungry for success and future growth with goals set already.
- quick learner and good at adapting to situations
- should be very good at communication
- fluent 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.

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