Vb Network Specialist

**Long Description**:
1.1 ROLE PURPOSE:
Acts as Service Desk Support to enterprise end users through the customer’s 1st Line Support Helpdesk (Local, Regional, or Global Helpdesk) based on Helpdesk to Helpdesk Support Model providing Service Desk functionalities (Authorization Management, Service Request Management, Incident Management, Inventory Management, Service Level Management, Relationship Management, and Problem Management) by managing deliverables in a timely fashion with the best possible quality through integrated 3rd Level of Support (OpCo, Partner, Affiliate, 3rd Party Supplier) and other ad-hoc tasks as dictated by business needs.

1.2 Authorization Management:

- Authorizes sender/caller against Authorized List DB with Validation Procedures
- Direct and Report unauthorized communications to corresponding Authorized Contacts
- Submit requests for adding/removing/updating authorized contacts to correct internal team

1.3 Incident and Request Management:

- Act as Single Point Of Contact with 24/7 Support for Global Enterprises’ Help Desks (Local, Regional, or Global Helpdesks) in 75+ Countries
- Validate requests/incidents against agreed templates to ensure high quality details submitted to next level of support
- Acknowledge requests/incidents within agreed Response Time
- Act as Single Point Of Contact with 40+ OPA Networks all over the world (OpCo, Partner, and Affiliate) in addition to 3rd Party Suppliers
- Identify Requests/Incidents and submit to correct support group
- Manage resolutions received from next level of support ensuring clear and high quality communications back to customer

1.4 Knowledge Management
- Maintain good level of knowledge of all different bespoke process/procedure agreed with
customer/support groups
- Know how to get the most updated information and refer to correct documents
- Make sure to always be up to date with all the changes in different processes/procedures as they occur.

**Long Description**:
2.5 Service Level Management
- Follow up on open incidents/requests according to the agreed milestones
- Make sure of contacting correct and relevant Point of Escalation

2.6 Inventory Management
- Update Inventory DB with requests fulfillment info provided by OPA
- Provide Inventory Reports as requested by Customer or Service Management team

2.7 World Class Customer Service
- Know the size of the Global Enterprises that VGE is dealing with
- Realize the difference between the highest Customer Care in local market and the required level of
customer service for Global Enterprises authorized contacts
- Understand impact of any small mistake and cost implications (e.g. Penalties)
- Provide best quality to our customers and show the value added value of having our service
2.8 Technical / Professional Expertise
- Fluent German (Oral and Written) is a must
- Good English is a must
- Technical Background (preferred CCNA )
- Troubleshooting skills and root cause analysis
- Minimum 2 years of experience in Telecommunication
- Knowledge of ITIL framework is a plus
- Ability to acquire knowledge and investigate for information
- Previous experience within a service desk and customer service environment
- Excellent communication Skills
- Share knowledge with colleagues and the immediate departments.
- Team player, ability to work in an international and virtual team environment.
- Sound knowledge of Vodafone Global Enterprise products & services.
- General understanding of the wireless network and its components, (GSM/GPRS/3G/HLR) preferable.
- A strong desire to pursue industry accreditation as part of a continued drive training and development.
- Good analytical skills
- Ability to perform in dynamic, high-growth & high-uncertainty environments
- Ability to provide services to international and distributed virtual teams
- German language must be B2 and above
- English language level must be intermediate and above
- experience in networking
- CCNA certified is a plus

_VOIS