Support Engineer, Web Factory
Vodafone Limited
Africa, Doha, Qatar
منذ 13 يوم

24 / 7 Web Factory Support Engineer is responsible for providing IT Technical support for Vodafone Germany 1st line team responsible for resolving technical issues or escalating them to Partners or 2nd line regarding different enterprise and consumer services some of them related web Application dealing in German and English.

  • Receiving, acquisition, forwarding, handling and closing-off of every description among compliance with defined rules
  • Open tickets based on received phone calls, emails
  • Monitor and track ticket system, email system and phone for incoming Incidents and Requests
  • Responsible for handling Tickets and Escalations.
  • Enrich tickets with additional information if required and / or needed.
  • Troubleshoot incoming cases to provide technical resolution
  • Dispatch Incidents and Requests to next level of support including call out
  • Inform Incident or Request Originator about updates and progress
  • Review ticket answers from underlying support levels
  • Adding the valuable info. captured from the Ticket Answer in the Knowledge Base
  • Answer Incidents and Requests back to originator
  • Keeping customers informed on request status and progress till closure
  • Qualification / Experience :

    B.Sc. in Computer or Communication Engineering or Computer Science is a plus (not mandatory)

    1 / 3 year IT experience (Familiar with Technical support field)

    Excellent written and spoken German and English is a must.

    Organized for working in a global cooperative team environment.

    Technical skills :

    Good troubleshooting skills

    Different OperatingSystems Knowledge (Microsoft , Unix / Linux, etc)

    Basic web-developer’s knowledge

    Linux / Unix Knowledge is a plus

    HTML and JavaScript Knowledge is a plus

    Networking Knowledge is a plus

    Confident control of analysis tools.

    Technical interpretation of technical error message retrievals

    Identification of coherences between individual messages of systems and customers

    ITIL knowledge is a plus.

    Personal skills :

    Excellent communication skills and presentation skills.

    Self motivated, detail-oriented

    Willing to work on shift basis and On-call.

    Confident negotiation and online documentation (throughout the negotiation) in English and German is a mandatory.

    Business and Managerial skills :

    Good understanding of the global cooperative team environment

    Understanding of the Telecommunications Market

    Working under stress, Multitasking, Dynamic andCustomer oriented

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