SUBJECT MATTER EXPERT WITH GEMAN

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.

Mandatory skills

Ability to diagnose and resolve complex technical issues;
Customer-Oriented;
Excellent communication skills;
Can-do attitude;
Operational understanding;
Team working skills;
Flexibility;
Risk management
Excellent operating systems knowledge;
Excellent Microsoft Office Suite knowledge (O365);
Excellent networking skills (LAN, WAN, TCP/IP 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.

Daily activities

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 fulfilment 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
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;
Other activities assigned by the Team Leader;

Benefits :



Work from Home – You can have home office 2 days per week
Medical and dental services
Life insurance
Dedicated employee phone subscription
Special discounts for gyms and retailers
Annual Company Bonus
Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
You get to work with tried and trusted web-technology
Getting in on the ground floor of and technology changing company
Flexible Vacation – Take time off when you need it, we trust you