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IoT 1st Line Operations Engineer

IoT 1st Line Operations Engineer

VodafoneRomania
30+ days ago
Job description

Your day to day :

  • Interface with the customer via the defined channels and collect customer raised issues.
  • Accountable for the resolution of the customer raised incidents.
  • Resolve them or escalate to second line and follow-up until resolution.
  • Communicate the incident details to the customer in a customer friendly language.
  • Continuously improves the service offered to our IoT customers.

The working hours include night shifts, in rotation obviously.

With these activities you will have a great impact on our business :

  • Collect all relevant info from the customer.
  • Understand the customer issue and confirm it / map it to the error logs or reproduce it in the systems (Portal, etc.).
  • Understand the urgency and impact for the customer; prioritize based on product type.
  • Resolve customer raised issues; where not possible, escalate to second line and follow-up on the resolutions.
  • Gather similar issues and open a root cause investigation ticket for each category and assign to second line.
  • Keep and update a database of known issues / bugs.
  • Summarize the ticket info and translate into ‘customer’ language (no technical acronyms, select info needed by the customer).
  • Manage customer troubleshooting calls.

    • With these skills you are a great candidate :

  • Core Telecom Networks (2G / 3G / 4G)
  • Roaming call flows for data, voice (classic and volte), SMS
  • Experience using packet-tracing software : Wireshark, Ethereal (tcpdump etc).
  • Knowledge in Linux / UNIX
  • Customer focus and very good English ~B2-C1
  • Experience in a multinational environment
  • Cisco Certification CCNA (Routing & Switching) - IP networks
  • Good understanding of ITIL methodology

    • Sounds like the perfect job? We’ve got even more to offer :

  • Work from Home - hybrid approach
  • 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 a technology changing company
  • Flexible Vacation

    • VOIS

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