Job Description

Roles & Responsibilities

About this Role

We are seeking an IT Operations Support Engineer to provide technical support to Vodafone Germany stakeholders, focusing on first-line troubleshooting, ticket handling, and escalation management. The role involves resolving technical issues across enterprise and consumer services particularly those related to web applications while supporting a 24/7 shift-based operation. The ideal candidate thrives in a collaborative, global environment and excels in both German and English communication.

What you ll do

Receive, log, prioritise, and close incidents and requests through phone, email, and ticketing systems.
Perform initial diagnosis, troubleshooting, and escalation to next-level support or external partners.
Monitor systems, incoming alerts, and ticket queues to ensure timely action within agreed SLAs and OLAs.
Keep users updated on ticket progress, outcomes, and expected timelines.
Review responses from underlying support levels and enrich knowledge base articles accordingly.
Liaise with cross-functional support groups to resolve complex service requests.
Conduct outbound communication for notifications, updates, and service events.
Handle and maintain systems, peripherals, and basic technical equipment repairs.
Participate in shift-based operations and on-call rotations supporting 24/7 service coverage.
Validate incident and request documentation and ensure continuous ticket progress.
Support problem management activities, including root cause analysis and reporting.
Manage changes according to defined change management procedures.

Who you are

Hold a bachelor s degree in Computer Engineering, Communication Engineering, or Computer Science (preferred but not mandatory).
Bring 1 3 years of IT support experience with a solid understanding of technical support operations.
Skilled in troubleshooting and analysis across operating systems (Windows, Linux/Unix).
Familiar with basic web development concepts; knowledge of HTML, JavaScript, and Linux/Unix is an advantage.
Possess networking knowledge and understanding of ITIL processes (a plus).
Highly organised, detail-oriented, and comfortable working in a global collaborative environment.
Able to multitask, work under pressure, and maintain a customer-focused approach.
Strong communicator with confident negotiation and documentation skills in German and English.
Willing to work shifts and participate in on-call rotations.

What's in it for you

Exposure to a multinational technology environment and cross-functional support teams.
Opportunity to deepen expertise in incident, problem, and change management processes.
Continuous learning through hands-on experience with operating systems, web technologies, and enterprise platforms.
Development within a 24/7 operational environment that enhances technical agility and responsiveness.
Growth opportunities in a global shared services organisation with diverse career paths.

What skills you will learn

Advanced troubleshooting and technical diagnostic skills.
Practical ITSM (Incident, Problem & Change) process knowledge.
Enhanced communication and stakeholder management in both German and English.
Broader understanding of enterprise systems, monitoring tools, and ticketing platforms.
Cross-functional collaboration within a global technology operations environment.

Desired Candidate Profile

Hold a bachelor s degree in Computer Engineering, Communication Engineering, or Computer Science (preferred but not mandatory).
Bring 1 3 years of IT support experience with a solid understanding of technical support operations.
Fluent in both written and spoken German and English.

IT Operation Engineer (VOIS) Vodafone

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