Vodafone Group Dublin Ireland
2 months ago
Why work for us:
At Vodafone, we\u2019re 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:
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) for our Corporate and Government customer base.
The 2nd Level Support Network Engineer is a customer-focused, operational person. Your core function is providing 2nd level of network support to our business customers across a wide range of Vodafone products and services. You will work on more complex faults than your 1st level support colleagues.
You are a strong standout colleague with a focus on delivering a first-class service to our customers. You are passionate about networking and technology. You have previous experience in... supporting Aruba LAN, Wi-Fi, and Cisco networks within a technical function. You are a complex problem solver who uses critical thinking and creativity to troubleshoot and resolve complex customer incidents, all the time working with the customer directly.
You will complete important follow up problem management and continuous service improvement (CSI) activities on the back of an incident.
You will liaise between Network Operations, Commercial Operations, Technical Design, 3rd Line Customer Engineering, 3rd Party partners, suppliers and carriers communicating between all key stakeholders to ensure resolution of faults
Essence of Role \u2013 Key Accountabilities:
As a BSO 2nd Level Support Engineer you will:
Work as part of a managed service team
Provide a highly professional second level support, triage, and resolution of incidents
Communicate with customers of a technical nature in a clear and concise manner
Demonstrate customer focus and an understanding of a customer\u2019s needs
Build trusted relationship with our customers, by driving continuous service improvement and managing escalations
Take ownership of incidents, communication, and partner engagement for complex & critical incidents, using your understanding of customer networks and solutions
Clearly escalate incidents and problems internally within Vodafone and with external parties where required
Prioritise incidents as per the Incident Management Process Priority Matrix
Act as a subject matter expert on the Vodafone Product Portfolio
Act as tech lead for projects e.g. Service launch, early life support, tooling, process, documentation
Interpret trends in incidents, problems and network behavior and communicate this trend to other areas
Change management, prepare, and implement change requests under governance
We Are Looking For You, If You Have:
A minimum of 5 years\u2019 experience in supporting complex telecommunication and CPE (customer premise equipment) based propositions within a technical function of CPE vendor, TELCO, or large organization.
Cisco Certified Network Professional (CCNP) certification
Aruba Certified Mobility Associate (ACMA), Aruba Certified Switching Associate (ACSA), Aruba Certified ClearPass Associate (ACCA) certifications
Hands on experience in Aruba/Meraki SD, Wi-Fi, and LAN
iMC / Aruba Airwave / Aruba Central experience
Strong technical knowledge of technology and subject matter expert in WAN; LAN; Wi-Fi; Network Security
Complex problem solver
Strong troubleshooting and analytical skills
Self-motivated and energetic worker
Excellent communication and interpersonal skills
Ability to react well to pressure
Degree in IT / Telecommunications / Engineering
Knowledge of Vodafone Business Corporate product portfolio
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\u2019re 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\u2019ll get to play a role in delivering Ireland\u2019s 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.
When choosing us\u2026\u2026\u2026.
When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits!
Some of the benefits that you will receive along the way are:
Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
Generous Employer Pension contribution
Free Phone Bill \u2013 When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discounts
Learning and Development \u2013 We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!
Exclusive Family and Friends Discounts \u2013 Receive additional discounts for you, your Family and Friends on Vodafone Products!
23 days annual leave and 3 charity days off \u2013 PLUS a dedicated day off for your birthday
Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners
We are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies. We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employers where our people can be at their best.
When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we\u2019ll help you shape a rewarding career that gives back in more ways than one. Its starts here. It starts with you.
BSO 2nd Line Support Network Engineer Dublin jobs
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