IoT 1st Level Support

_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.

Cisco Certification CCNA (Routing & Switching)
Good applied knowledge of signalling standards and protocols: IP, TCP/UDP, MAP, SIGTRAN , SS7 (MAP, CAP, ISUP), routing protocols (BGP/ MPLS/ IPSEC / OSPF)
Unix Scripting skills
Good understanding of ITIL methodology
English proficiency (B2-C1)

• Performs monitoring and troubleshooting activities in order to maintain the functioning state of the hardware and software systems, using available tools.
• Provides 24h/24h technical support, gathers all the required information from customer or monitoring systems in order to quickly solve all the hardware and software incidents; coordinates the investigations, when needed.
• For some of the solutions delivered, modifies and adapts existing software solutions for a better performance and customer experience.
• Provides technical information to customers about events and alarms that affect services, using agreed methods of communication.
• Prepares major incident reports, in order to be used by problem and incident management team.
• Analyzes information gathered from customers and/or performance monitoring systems, proposes solutions and transmits the results / recommendations towards other technical teams in order to change and adapt software solutions for dedicated equipment. The final outcome is reflected in complex technical incidents being solved (including software bugs) and in improved customer experience.
• Reviews functional and technical specifications of the IT systems within the process of modification or adjustment of the hardware and software solutions.
• Works in compliance with the operational agreements and to fulfill the key performance indicators of the service (speed, response time, error rate).
• Creates work instructions and technical operational procedures for the consolidation of knowlegde and competencies within the team.