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IT Operation Engineer (VOIS)

Aggregate function:  Shared Services
Business Area:  Technology _VOIS
Posting Country:  Egypt
Date Posted:  10 Sept 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:

Web Factory Support Engineer is responsible for providing IT Technical support for Vodafone Germany 1st line team responsible for resolving technical issues or escalating them to Partners or 2nd line regarding different enterprise and consumer services some of them related web Application dealing in German and English.

Key accountabilities and decision ownership:

•    Receiving, acquisition, forwarding, handling and closing-off of every description among compliance with defined rules
•    Open tickets based on received phone calls, emails
•    Monitor and track ticket system, email system and phone for incoming Incidents and Requests
•    Responsible for handling Tickets and Escalations.
•    Enrich tickets with additional information if required and/or needed.
•    Troubleshoot incoming cases to provide technical resolution
•    Dispatch Incidents and Requests to next level of support including call out
•    Inform Incident or Request Originator about updates and progress
•    Review ticket answers from underlying support levels
•    Adding the valuable info. captured from the Ticket Answer in the Knowledge Base
•    Answer Incidents and Requests back to originator
•    Keeping customers informed on request status and progress till closure
•    Liaising with other support groups in assisting with the resolution of SRs where initial investigation fails to resolve the customer incident.       
•    Pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them.
•    Solve incidents based on knowledge 
•    Consults with next line of support teams or Partner as appropriate using (Mail, Phone, Ticket and Communicator).
•    Settings with the SLS, the customers and service provider within the Incident Management Process
•    Performance of permanent activities for the monitoring of the incident process.
•    Notification and alerting of on calls
•    Performances of outbound activities.
•    Active support of the service processes by pro-active handling
•    Support of the technical departments in the use of the service support processes.
•    Handling of systems and peripheral devices.
•    Continuous checking of systems and peripheral devices
•    Performance of simple works of repair and maintenance on the technical equipment in the work environment to saving operational sequences
•    working in shift bases available 24/7
•    Working as on call in rotation with the team members

Core competencies, knowledge and experience:

 

    • B.Sc. in Computer or Communication Engineering or Computer Science is a plus (not mandatory)
    • 1 / 3 year IT experience (Familiar with Technical support field)
    • Excellent written and spoken German and English is a must.
    • Organized for working in a global cooperative team environment.

Must have technical / professional qualifications:

    • Good troubleshooting skills
    • Different Operating Systems Knowledge (Microsoft , Unix / Linux, etc)
    • Basic web-developer’s knowledge
    • Linux/Unix Knowledge is a plus
    • HTML and JavaScript Knowledge is a plus
    • Networking Knowledge is a plus
    • Confident control of analysis tools.
    • Technical interpretation of technical error message retrievals
    • Identification of coherences between individual messages of systems and customers
    • ITIL knowledge is a plus.

#VOIS #BeUnrivalled #Createthefuture

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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