Enterprise Service Center Engineer
Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
What you’ll do
The scope of the role is to provide 24/7 first-line technical assurance and support for Vodafone enterprise connectivity, voice and digital communication services, either directly to business customers or through internal support teams. The role contributes to service availability and quality through proactive monitoring, structured incident handling, customer communication and effective escalation to specialized support teams when required.
- Provide continuous 24/7 monitoring and technical support for enterprise connectivity, voice and digital communication services, ensuring prompt acknowledgement and initial handling of service incidents.
- Perform proactive service monitoring and health checks to identify potential availability or performance issues before, or as soon as, customer impact occurs.
- Support the assurance and operational handling of digital telephony and communication services, including service requests and incidents, in line with established support processes.
- Troubleshoot post-activation incidents by applying structured first-level diagnostics across physical, Ethernet and IP network layers.
- Assess the affected service, customer impact and technical context, while considering known incidents, planned activities and relevant service information.
- Apply fundamental troubleshooting knowledge across enterprise connectivity technologies, customer-premises equipment, access networks, IP services, voice and digital communication environments.
- Use appropriate monitoring and management platforms to review service status, alarms and diagnostic information.
- Coordinate restoration activities with internal teams and arrange field technical support at customer premises when physical intervention is required.
- Escalate complex incidents to specialized support teams after completing the appropriate first-level investigation and providing clear technical findings.
- Maintain complete and accurate incident, Trouble Ticket and CRM records, including the issue description, customer impact, actions performed, available evidence and restoration progress.
- Provide timely and clear technical updates and incident reports to business customers and relevant internal stakeholders.
Who you are
- Technical education or equivalent qualifications in telecommunications, electronics, computing or a related field.
- Excellent understanding of LAN and WAN network topologies and the principles of troubleshooting across layers 1, 2 and 3 of the OSI model.
- Good working knowledge of Ethernet, IP networking and the TCP/IP protocol suite.
- General understanding of enterprise connectivity, customer-premises equipment, access technologies, voice and digital communication services.
- Ability to use network monitoring and management systems and interpret alarms, service status and basic diagnostic information.
- Ability to follow structured incident-management processes, document technical findings clearly and escalate issues appropriately.
- Ability to work effectively in a 24/7 operational environment, prioritize service-impacting incidents and communicate clearly during restoration activities.
- Strong coordination and customer-service skills, with attention to detail and a collaborative approach.
- Knowledge of Microsoft Office applications (Word, Excel and PowerPoint).
- Relevant networking or SD-WAN certifications are considered an asset.
- Good command of written and spoken English.
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.
What's in it for you
- Award-winning work environment -certified #1 Top Employer in Greece
- Competitive pay, bonus & remuneration package
- Private Health & Medical Insurance
- Hybrid way of working: a blend of remote and office-based working, including the option to work from abroad
- Unlimited connectivity with our mobile, landline and Vodafone TV services – Experience first what our customers love
- Unlimited access to learning resources and trainings
- Vodafone Parental Leave: 16 weeks of fully paid parental leave to all employees regardless of gender, sexual orientation or length of service
- Remote work equipment to help you create a comfortable, ergonomic workspace at home
- Spirit of Vodafone days: dedicated time to pause, develop new skills and connect with our teams, values and services
- Extra days off: Vodafone Day, Family Day, Volunteering Day
- Office amenities (subject to the office location): such as restaurant, beauty corner, gym and parking
- Special employee offers and discounts
Who we are
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
Together we can.