IT Operantions Specialist 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.

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

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 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

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