Agent L2 Service Desk with German

_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 6 locations: Albania, Egypt, Hungary, India, Romania, and the UK.

Over 26,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Care, Business Intelligence Services, HR, Finance, Supply Chain, HR Operations, and many more. Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

_VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create positive impact for themselves and society. We do not discriminate based upon age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, and national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

With these skills you are a great candidate:

· German (C1 or above)
· English (B2 or above)
· Has at least 2 years of hands-on experience in an IT Helpdesk team
· Has resolved incidents while supporting an enterprise environment that included:
- Advanced operating systems knowledge
- Advanced Microsoft Office Suite knowledge (O365)
- Advanced networking skills (LAN, WAN, TCP/IP etc)
- Advanced Active Directory knowledge
- Advanced CRM knowledge
- Advanced Billing System knowledge
· Has used an IT Service Management tool (BMC Remedy or similar)
· Familiar with ITIL best practices and processes
· Ability to diagnose and resolve difficult technical issues
· Customer-Oriented
· Excellent communication skills
· Can-do attitude
· Operational understanding;
· Team working skills
· Flexibility
· Risk management

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

· Serve as 2nd level support by providing resolution or dispatching accordingly where applicable when receiving incidents and service request, which could not be solved at first contact
· Assessing the business impact (define ticket severity) and driving incident resolution process (ticket ownership)
· Perform remote troubleshooting through thorough analysis and relevant questions
· Record actions taken and resolution provided in the relevant ticketing system
· Perform ticket follow-up according to the internal procedure
· Identify and suggest possible improvements on procedures
· Provide technical guidance to L1 agents
· Ensure fulfillment of the agreed Service Level Agreements/Key Performance Indicators
· Provide telephony, chat and ticketing support based on business requirements & workload (peaks)
· Contribute to knowledge management process by documenting newly elaborated solutions in order to make applicable the knowledge for the first level support

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

· Work from Home – You can get to work remotely from anywhere you choose!
· 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 an technology changing company
· Flexible Vacation



The future is exciting. Ready?