BSO Technical Service Desk Support 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, SDWAN, LAN, WIFI, Unified Comms, Voice IP and Traditional) for our Corporate and Government customer base.
The Technical Service Desk Support Engineer is a customer-focused, operational person. You will be both technically competent and business oriented. You will work with the BSO Service Desk Manager. You and your team provide a highly professional first level support and triage of incidents to the Vodafone Business Corporate and Government customers.
You are a strong standout colleague with a focus on delivering a first-class service to our customers. You are compassionate, adaptable and are passionate about first level technical support and overall technical service desk functions. You must be knowledgeable in the areas of WAN & LAN technologies including connectivity, equipment and problem solving. You will excel in logging and raising faults with upstream carriers and vendors.

ESSENCE OF ROLE – KEY ACCOUNTABILITIES:

You will demonstrate exceptional customer focus and an understanding of a customer’s needs
You will have the ability to prioritise incidents as per the Incident Management Process Priority Matrix.
You will communicate with customers of a technical nature in a clear and concise manner
You will act as an authority on the Vodafone Business Complex Fixed Product Portfolio
You will log faults with upstream carriers and vendors
You will clearly raise incidents and problems internally within Vodafone and with external parties where required.
You will interpret trends in incidents, problems and network behaviour and communicate this trend to other areas.
You will own and handle incidents, service requests and problems to resolution.
You will perform proactive monitoring of our customers’ networks