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IoT 1st Line Operations Engineer

Aggregate function:  Technology
Business Area:  Technology _VOIS
Posting Country:  Romania
Date Posted:  21 Nov 2024
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:

  • Interface with the customer via the defined channels and collect customer raised issues.
  • Accountable for the resolution of the customer raised incidents.
  • Resolve them or escalate to second line and follow-up until resolution.
  • Communicate the incident details to the customer in a customer friendly language.
  • Continuously improves the service offered to our IoT customers.

With these activities you will have a great impact on our business:

  • Collect all relevant info from the customer.
  • Understand the customer issue and confirm it/map it to the error logs or reproduce it in the systems (Portal, etc.).
  • Understand the urgency and impact for the customer; prioritize based on product type.
  • Resolve customer raised issues; where not possible, escalate to second line and follow-up on the resolutions.
  • Gather similar issues and open a root cause investigation ticket for each category and assign to second line.
  • Keep and update a database of known issues/bugs.
  • Summarize the ticket info and translate into ‘customer’ language (no technical acronyms, select info needed by the customer).
  • Manage customer troubleshooting calls.

With these skills you are a great candidate:

  • Core Telecom Networks (2G/3G/4G/5G) and IP networks
  • Roaming call flows for data, voice (classic and volte), SMS
  • Network protocols: GTP, IP, Radius, Diameter, IPSEC, SS7
  • Experience using packet-tracing software: Wireshark, Ethereal (tcpdump etc).
  • Knowledge in Linux/UNIX
  • IoT Core service flows and architecture
  • APIs (customer facing inbound and outbound) and provisioning
  • Admin use of B2B and B2C Portals
  • Customer focus and very good English
  • Experience in a multinational environment
  • Cisco Certification CCNA (Routing & Switching)
  • Good understanding of ITIL methodology

Sounds like the perfect job? We’ve got even more to offer:

  • Work from Home - hybrid approach 
  • Medical and dental services
  • Life insurance
  • Dedicated employee phone subscription
  • Special discounts for gyms and retailers
  • Annual Company Bonus 
  • Ongoing Education 
  • You get to work with tried and trusted web-technology
  • Getting in on the ground floor of a technology changing company
  • Flexible Vacation

#_VOIS

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.

Apply now »