Network Consultant-Assistant Manager

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Skills you'll use

What you'll do

• Handle customer calls professionally, gather relevant diagnostic information and create accurate incident tickets.
• Perform first-line diagnosis for IPVPN, Internet, fixed-line IP and transmission network faults.
• Diagnose and troubleshoot technical issues, including network configuration problems involving routers and switches.
• Take ownership of customer-reported incidents and progress them towards resolution.
• Follow applicable incident management processes, global procedures and local work instructions.
• Identify whether requests are within scope and make timely decisions to support effective resolution.
• Coordinate with internal support teams, service partners, network providers, vendors and third-party suppliers.
• Escalate incidents at the appropriate time and support effective de-escalation when service stability has been restored.
• Provide customers with prompt, clear and accurate updates throughout the incident lifecycle.
• Monitor incident progress to support resolution within agreed service levels and key performance indicators.

Who can apply

• Essential experience and capabilities
• You have at least one year of experience within a telecommunications service provider, system integrator, network support or related technical environment.
• You understand telecommunications and IT service models and their practical application.
• You have practical knowledge of troubleshooting IP and transmission networks.
• You understand incident management, including the escalation of incidents to technology vendors, other licensed operators or third-party suppliers.
• You can coordinate with multiple stakeholders and support incident resolution within agreed service levels.
• You communicate technical information clearly and provide accurate updates to customers.
• You demonstrate effective customer-handling, collaboration and problem-solving skills.
• You can work effectively as part of a team in a 24/7 rotational shift environment, including night shifts.
• You hold an engineering degree or equivalent qualification, with CCNA-level networking knowledge.

About Vodafone Intelligent Solutions (VOIS)

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