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Job Description
Roles & Responsibilities
We are seeking a skilled professional to resolve complex and escalated technical issues related to Vodafone Germany s fixed and TV products in a dynamic, customer-critical environment. This role involves troubleshooting, process improvement, and collaboration with internal and external teams to enhance customer experience and support services.
What you ll do
- Act as a technical and process reference for junior incident managers.
- Handle long-running and complex tickets, ensuring resolution within SLA and KPI targets.
- Perform fault identification and resolution for Vodafone Germany customers.
- Collaborate with internal competence teams and third parties to resolve incidents.
- Manage end-to-end customer incidents from initial contact to resolution.
- Deliver exceptional customer experience measured by NPS and feedback.
- Work on a 24/7 rotational shift basis, including weekends and public holidays.
What skills you will learn
- Advanced troubleshooting techniques for fixed and TV networks.
- Cross-functional collaboration and stakeholder management.
- Process optimisation and incident management best practices.
- Deep understanding of Vodafone s product portfolio and tools.
Desired Candidate Profile
Minimum 2 years experience in troubleshooting and technical support for complex solutions.
- Advanced knowledge of fixed and TV products, including routing, switching, and IP services.
- Fluent in German (C1 level) and English, both written and spoken.Strong analytical and communication skills with a customer-oriented mindset.
- Ability to support new team members in complex scenarios.
- CCNA certification is preferred.
- Bachelor s degree in Computer or Telecommunications Engineering or related field.
Company Industry
- Telecom
- ISP
Department / Functional Area
- Engineering
Keywords
- IPPS CF Support Engineer German Speaker (VOIS)
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Vodafone
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.