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Business Solutions Support Engineer

Aggregate function: Commercial

Business Area: Local Commercial Operations

Posting Country: Egypt

Date Posted: 12 Dec 2025

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.

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.

Role purpose:

To be Responsible for raising the quality level of handling customer technical requests/inquiries/problems and address its root causes to drive improvement in customer experience insuring the lead in corporate IoT.
To Own all customer inquiries regarding IoT and Web2SMS and busimess IVR ) and other business solutions till closure and post resolution call to ensure customer satisfaction
To Own all new customized enterprise solutions through Business solutions products
To Communicate with different department within VF Egypt for Enhancing Process, Facilitate customer experience & finding Resolution or workarounds for repeated issues
To Provide updated troubleshooting and self-help materials to the customers and internal departments
To Conduct outbound calls for problems received from customers through any touch point (retail, call centers & corporate sales) or received through mailbox to ensure solving the customer problem according to the SLA.
To Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.
To Provide relevant and accurate information (Services, Products & Policies).
To Escalate all technical inquiries to the specified 2nd line department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.
To Conduct the necessary orientation sessions to all Customer Care staff regarding newly launched products.
To Attend different UATs to ensure that any new business solution or product is compatible with systems and internal processes.
To Handle new complicated services and business solutions currently in the market.
To Contact related vendors & liaise with them reported problems.
To Monitor SLA time frames and report them till closure
To Meet/exceed department KPIs consistently & innovatively.
To Provide customer with appropriate options/right suggestion.
To maintain average of the supervisor observations and the QA observations according to KPIs.
To Provide Some customers special visits to ensure solving their problem incase repeated and to assure total solution
To Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.
To Act on VOC with Full process to have it on production.

Roles & Responsibilities

Act as a primary contact for technical support inquiries related to cloud infrastructure services and own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Email Exchange, SharePoint, webhosting, MS Office 365, DaaR and other business solutions till closure and post resolution call to ensure customer satisfaction and close case.
Manage, troubleshoot, and resolve complex technical issues in Azure, AWS, VMware, and Huawei environments.
Collaborate with cloud architects and engineers to improve cloud solutions, ensuring they are secure, scalable, and meet customer requirements.
Assist with the implementation and configuration of cloud solutions based on best practices, including optimizing resource utilization and cost.
Monitor and maintain cloud environments to ensure availability, reliability, and performance within agreed SLAs.
Develop and maintain documentation of cloud systems and configurations to facilitate knowledge sharing.
Provide guidance and assistance to customers in areas such as backup, disaster recovery, and scaling of cloud resources.
Coordinate with other technical teams to ensure smooth deployment and integration of cloud services.
Responsible for raising the quality level of handling customer technical requests/inquiries/problems and addressing its root causes to drive improvement in customer experience insuring the lead in Cloud computing services, Data Innovations and Mobile Internet
Own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Email Exchange, SharePoint, webhosting, MS Office 365, DaaR , Web2SMS) and other business solutions till closure and post resolution call to ensure customer satisfaction and close case.
Ensure that any further analysis of the customer problem is conducted, including searching the supplier-related internet site are done according to SL.

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.

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.

Our 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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