Subject Matter Expert with German

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Angajator: Vodafone Shared Services Romania
  • IT Hardware
  • IT Software
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Actualizat la: 08.10.2019
    Scurta descriere a companiei

    Technology is a playground for ideas!
    Vodafone Shared Services Romania is the place to make them come to life.
    If you want to invest more in a career rather than just a job,
    Meet us, Join us, Grow with us!

    We stay hungry and true to our core values by recruiting people who are fun, passionate, open, and question everything.
    Reflect on what your motivation is to come on board! We’re eager to hear your story.

    We live and thrive in an ever-changing environment where creativity and productivity are key, within working hours, of course.


    With these skills you are a great candidate:

    German (C1 or above)
    English (B2 or above)
    At least 2 years of hands-on experience in an IT Helpdesk team
    Has resolved incidents while supporting an enterprise environment that included:
    Excellent operating systems knowledge;
    Excellent Microsoft Office Suite knowledge (O365)
    Excellent networking skills (LAN, WAN, TCPIP etc)
    Mobile Operating Systems expertise (Android, iOS);
    Excellent Active Directory knowledge;
    Has used an IT Service Management tool (BMC Remedy or similar)
    Familiar with ITIL best practices and processes


    Your day to day:

    Ensure the Operations floor during any shift. Escalation point for any incidents or problems on the Vodafone Infrastructure.

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

    Serve as first point of contact for customers over all agreed channels with their respective OpCos and provide resolution or dispatch accordingly where applicable (incidents and service request)
    Serve as 3rd level support by providing resolution or dispatching accordingly where applicable when receiving incidents and service request, which could not be solved at second level;
    Perform remote troubleshooting through thorough analysis and relevant questions;
    Record actions taken and resolution provided in the relevant ticketing system;
    Ensure end-to-end ticket resolution is performed according to the internal procedure;
    Provide technical guidance to L1 and L2 agents;
    Ensure fulfillment of the agreed Service Level AgreementsKey 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
    Manage the escalation process for both technical and procedural escalations ensuring that all of them are handled in due time to ensure optimum service levels;
    Major Incident Management;
    Manages backlog of Remedy tickets for which Service Desk is responsible;
    Ensures the backlog is maintained in the agreed levels, by organizing regular meetings with the stakeholders involved, in order to facilitate ticket resolution;

    Alte informatii

    Sounds like the perfect job? Weve got even more to offer:

    Work from Home: You can get to work remotely 2 daysweek from anywhere you choose!
    Medical and dental services
    Life insurance
    Dedicated employee phone subion
    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

    The future is exciting. Ready?