We are Ireland’s leading total communications provider offering our customers a variety of solutions across mobile and fixed platforms. As part of Vodafone Group, we are part of the world’s largest mobile community with a presence across all five continents.
We’re at the forefront of innovation in Ireland. We make significant investments building and maintaining our networks and to date, we have invested nearly €1bn in our network investment programme. We continue to invest to enhance our network.
It’s not just our products and services which are innovative, our modern and innovative workspace in MountainView helps foster an environment of creativity and innovation through new ways of work. New ways of working means an environment free from clutter, wires, barriers and cabinets. This has helped Vodafone make the Great Place to Work list in Ireland. All our employees have one locker and are free to sit wherever they wish within our building. This encourages creativity and fosters relationships which traditional style environments inhibit. You probably want to know more about new ways of working…Find out move via this link:http://www.vodafone.ie/jobs/life/ .
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 progressive in everything we do, including our approach to training, development, performance management and flexible benefits.
Role Purpose:
The role is required to be the Second level technical support to the service desk function and the customers for all of Enterprise Customer Solutions.
The technical scope of the role includes
- Experience working on a MPLS Network / Firewall infrastructure or Unified Communications systems.
- Familiarity with xDSL, Wireless, Fibre and 3G connectivity.
- Logging and escalating faults with upstream providers and vendors
- Working in a team environment resolving complex customer issues.
Key accountabilities for this role are:
- Provide a highly professional Second level support and triage of incidents to ESO customers
- Communicate with customers of a technical nature in a clear and concise manner
- Demonstrate customer focus and an understanding of a customer’s needs
- Act as a subject matter expert on the Vodafone ECS Product Portfolio
- Log faults with upstream providers and vendors.
- Clearly escalate incidents and problems internally within Vodafone and with external parties where required.
- Interpret trends in incidents, problems and network behaviour and communicate this trend to other areas.
- Own and manage customer incidents and problems to resolution.
- Use network monitoring tools to evaluate incidents and problems.
- Prioritise incidents as per the ESO Incident Management Process Priority Matrix.
- Resolve P3 and BAU incidents.
Typical Outputs
- Increase Customer NPS indicator
- Increase customer loyalty
- Meeting of response time service levels
The successful person will ideally have some or all of the following Skills & Attributes:
Technical / Professional Expertise
- A minimum of 3 to 5 years’ experience within a technical function of CPE vendor or Telco specialising in delivery of CPE based solutions
- Good technical knowledge of IP architecture including networks, services and applications (e.g. VoIP, )
- CCNA / CompTia Network + Certification a distinct advantage
- Experience in supporting complex telecommunication and CPE based propositions, preferably containing VoIP/FMC centric services with at least one or more large Telco operators.
- Working knowledge of Microsoft Excel, Word, Project and Visio
- 2 + years’ experience of working in ISP or networking environments
- Knowledge of LAN, WAN networking technologies and UC systems
- Able to demonstrate strong customer focus
- Self-motivated and energetic worker
- Excellent communication and interpersonal skills
- Able to react well to pressure
Competency / Performance Driver
- Acts with Speed, Simplicity and Trust
- Emotional commitment to winning
- Inspirational leadership
- Customer Obsessed
- Innovation Hungry
- Ambitious and Competitive
- Passionate about internet/online
- Capable of working in a complex organisation and able to build strong relationships and credibility with Board/ Executives both internally and externally
- Excellent project management, people management and communication skills
- Strong negotiating & influencing skills, across the virtual organisation.
- Proven ability to work of own initiative.
- Attention to detail
The Vodafone Behaviours are key to everyone’s success:
Customer Obsessed – We are passionate about exceeding customer expectations
Work relentlessly to really understand the customer
Look at decisions through the customer’s eyes
Take personal accountability for the customer experience
Innovation Hungry – We create and deliver new products, services and ways of working that delight our customers
Take risks and push what is possible
Look for improvement all the time
Do things in better ways
Ambitious & Competitive – We bring energy and passion to our work and always aim to beat the competition
Deliver best in class
Review our own performance and then improve it
Be lean and cost effective every time
One Company, Local Roots – We work across Vodafone to achieve the best outcome for customers, employees and shareholders
Value our differences and act inclusively
Make the best decision for Vodafone, not just for one part of the business
Communicate and use best practice
Speed – We drive speed to market. We relentlessly prioritise and pursue the outcomes that matter to our business
Make RAPID business decisions
Deliver with urgency
Analyse fast, execute faster
Simplicity – We make things simple for our customers, partners and colleagues
Focus effort and stop ineffective activity
Communicate in a way that is easy to understand
Challenge complexity and provide simpler solutions
Trust – We are reliable and transparent to deal with. We deliver for others and trust others to do likewise
Do what you say you will do
Trust others to deliver
Support decisions once made, regardless of personal view
#LIPOST
Location
:
Mountainview
Leopardstown
Dublin D18
Job Type
: Full-time
Employment Type : Permanent
Closing Date
: 28-Oct-16, 11:59:00 PM
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