PROFESSION

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Vodafone Shared Services Budapest

VoIP Technical Support Specialist - 000000230258

Role purpose:

Vodafone Global Enterprise (VGE) is a Vodafone Group entity offering Vodafone products and services to multinational customers. VGE is helping some of the world’s leading businesses to stay more connected and more responsive at both a global and local level. VGE customers include many large multinational companies.
 
The Unified Communications – Centre of Excellence team responsibilities revolve around support of VoIP solutions (Skype for Business and Cisco HCS) within a BAU context (e.g. issue resolution and service request management) followed by the subsequent activities required to drive resolution of these logged issues within a multi-supplier environment and according to pre-specified Service Level Agreements.

What will you do:

  • Act as a 2nd line support;
  • Call & email answering (predominantly email)
  • Be able to resolve a large percentage of Cisco HCS Incidents at first contact via CUCDM, CUCM, CUCxN, CUP, etc;
  • Perform Service Requests: users, devices, extensions, DDIs, huntgroups, SNR, FMC, Voicemail, etc;
  • Be able to resolve Skype for Business incidents at first contact via Skype Control Panel and Skype Reports;
  • Logging tickets in the relevant support system and assign priority;
  • Liaising with internal (core network teams or local OpCo) and external solution groups (vendors), ensuring that contractual SLA's are met;
  • Reporting to management;
  • Contact list creation and maintenance;
  • Knowledgebase maintenance
  • Contribute to Service Improvement

This position is for you if you have:

  • Fluent English is mandatory (both written and oral)
  • At least 1 year IT support related experience, experience of supporting Cisco and Microsoft products is an advantage
  • Strong technical & IT mindset
  • ITIL v3 qualification and/or knowledge of ITIL processes is an advantage
  • Cisco Collaboration certification is an advantage
  • Familiarity with Service Now ticketing tool is an advantage
  • Customer focused mind-set and strong communication skills are essential
  • Problem solving attitude, ability to handle complaints efficiently

Why should you join us:

  • We provide working assets as laptop and mobile phone with Vodafone RED subscription
  • Unravel your continuous process improvement mindset – new ideas are always listened to
  • Internal coaching/mentoring culture
  • Internal career opportunities
  • Possibility to work from home

How to apply/ contact information:

In case you are interested in the above position (or any other Shared Service positions), please apply online by uploading your professional English CV and apply online!

Required language level:

  • Angol - Felsőfok/tárgyalóképes szint

Experience required:

    1-3 év szakmai tapasztalat

Job location:

1087 Budapest, Hungária körút 40-44.