Global Frontline Support Engineer
| Job ID | 1854 |
Giza | |
Full Time - Permanent | |
Yes | |
§ Global Service Desk (GSD) Frontline Support Engineer is responsible for providing Global IT support for all Vodafone Operating Companies around the world acting as a front line to 2nd line teams regarding different infrastructure, enterprise and consumer services • Receiving, acquisition, forwarding, handling and closing-off of every description among compliance with defined rules • Open tickets based on received phone calls, emails or fax • Monitor and track ticket system, email system, phone and fax for incoming Incidents and Requests • Enrich tickets with additional information if required and/or needed • Dispatch Incidents and Requests to next level of support including call out • Inform IMS (Incident Management and Support Team) via phone about Critical Incidents • Inform Incident or Request Originator about updates and progress • Review ticket answers from underlying support levels • Answer Incidents and Requests back to originator • Keeping customers informed on request status and progress till closure • Liaising with other support groups in assisting with the resolution of SRs where initial investigation fails to resolve the customer incident. • Pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them. • Solve incidents based on knowledge • consults with next line of support teams as appropriate • Settings with the SLS, the customers and service provider within the Incident Management Process • Pro-active monitoring of systems and services (Line of Business). • Performance of permanent activities for the monitoring of the incident process. • Introduction of telephone conferences • Notification and alerting of on calls • Performances of outbound activities. • Active support of the service processes by pro-active handling • Support of the technical departments in the use of the service support processes. • Handling of systems and peripheral devices. • Continuous checking of systems and peripheral devices • Performance of simple works of repair and maintenance on the technical equipment in the work environment to saving operational sequences • working in shift bases available 24/7 • Validate Incidents and Requests according to Operations questionnaires • Qualification and analysis of requests (Incident, Change, Order, Service Call) • Analysis and management of incidents. • Ensure continuous monitoring and forward movement of customer issues until they are resolved. • Monitoring and Improvement of quality of service • Act as a team member that contributes to solutions and customer satisfaction. • Analysis and manage handover of incidents to Problem Management • Recording and tracking incidents and complaints • Monitoring of documentation of services on being up-to-date • Documentation of all types of handling steps, also on demand for the technical departments. • Permanent updating of available technical knowledge • De-escalation of conflict situations • Pick up incoming Incidents and Requests by ticket system, phone, email and fax according to SLA • responding within agreed time limits to call-outs; • Track & monitor Incidents inside SLA according to SLA and OLA • Notification / alerting after defined SLA parameters • Inform via SMS about SLA breach for Priority 1 and Priority 2 Incidents • Perform hierarchical escalation according to SLA • Inform Incident or Request Originator about updates and progress regarding Priority 1 and Priority 2 inside SLA • Monitoring and escalation procedures relative to the appropriate SLA . • Qualification / Experience: o B.Sc. in Computer Engineering or Computer Science o 0 / 2 year IT experience (Familiar with Service Desk/Helpdesk support field) o Excellent written and spoken English is a must (Berlitz Level 6) preferred o Organized for working in a global cooperative team environment. o MCP is a plus • Technical skills: o Good troubleshooting skills o Different Operating Systems Knowledge (Microsoft , Unix / Linux, etc) o Networking Support Knowledge (TCP/IP, ISDN,…), analysis of network problems (LAN/WAN) o Backend Software support Knowledge (Mailing Systems, Exchange, Outlook, Active Directory and web applications. etc..) o Database systems Knowledge is preferred. o Knowledge of Batch Operation o Confident control of simple tools of analysis and monitoring o Technical interpretation of message retrievals o Identification of coherences between individual messages of systems and customers o ITIL knowledge is a plus. • Personal skills: o Excellent communication skills and presentation skills. o Self-motivated, detail-oriented o Willing to work on shift basis o Excellent problem solving and analytical skills. o Confident negotiation and online documentation (throughout the negotiation) in German or English o Unconditional provision of services • Business and Managerial skills: o Good understanding of the global cooperative team environment o Understanding of the Telecommunications Market o Working under stress, Dynamic and Customer oriented o Acts as a Team player No Subordinates IT Global Services Support SR Supervisor |
