Subject Matter Expert 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)
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;

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?