BSO L2 Engineer

at  Vodafone

WHY WORK FOR US:

At Vodafone, we’re working hard to build a better future a more connected, more inclusive, and more sustainable world. We believe technology is only as powerful as the people using it to create a better tomorrow.

WHO WE ARE:

Vodafone is pioneering Ireland’s gigabit society. We are Ireland’s leading total communications provider offering products and services make a real impact in the lives and communities of our customers. As part of Vodafone Group, we are part of the world’s largest mobile community with a presence across all five continents.
We’re at the forefront of innovation in Ireland. From delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.
Our purpose is to connect for a better future, and this is made possible by our people. No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential. You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm, and you’ll get to play a role in delivering Ireland’s Gigabit Society!
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
Vodafone is committed to support LGBT+ people at work.
We are an equal opportunities employer where our people can be at their best.

ROLE PURPOSE:

Business Service Operations (BSO) sits in the Commercial Operations business unit. Your colleagues specialise in supporting complex Voice and Data solutions (WAN, LAN, SDx, WIFI, UC) for our Corporate and Government customer base.
The 2nd Level Support Network Engineer is a customer-focused, operational person. Your core function is providing 2nd level of network support to our managed service business customers across a wide range of Vodafone products and services. You will work on more complex faults than your 1st level support colleagues.
You are a strong standout colleague with a focus on delivering a first-class service to our customers. You are passionate about networking and technology. You have previous experience in supporting Aruba LAN, Wi-Fi, SDx and Cisco networks within a technical function. You are a complex problem solver who uses critical thinking and creativity to troubleshoot and resolve complex customer incidents, all the time working with the customer directly.
You will complete important follow up problem management and continuous service improvement (CSI) activities on the back of an incident.
You will liaise between Network Operations, Commercial Operations, Technical Design, 3rd Line Engineering, 3rd Party partners, suppliers and carriers communicating between all key stakeholders to ensure resolution of faults.

ESSENCE OF ROLE – KEY ACCOUNTABILITIES:

As a BSO 2nd Level Support Engineer you will:

• Work as part of a managed service team
• Provide a highly professional second level support, triage, and resolution of incidents
• Communicate with customers of a technical nature in a clear and concise manner
• Demonstrate customer focus and an understanding of a customer’s needs
• Build trusted relationship with our customers, by driving continuous service improvement and managing escalations
• Take ownership of incidents, communication, and partner engagement for complex & critical incidents, using your understanding of customer networks and solutions
• Clearly escalate incidents and problems internally within Vodafone and with external parties where required
• Prioritise incidents as per the Incident Management Process Priority Matrix
• Act as a subject matter expert on the Vodafone Product Portfolio
• Act as tech lead for projects e.g. Service launch, early life support, tooling, process, documentation
• Interpret trends in incidents, problems and network behavior and communicate this trend to other areas
• Change management, prepare, and implement change requests under governance