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Job Description
- Business to Business (B2B) Support Engineer is responsible for providing Global IT support for all Vodafone Operating Companies around the world acting as 2nd line support team responsible for resolving complex technical issues or escalating them to Partners regarding different enterprise and consumer services some of them related to Cloud Service like (Office365 and Google Apps).
- Operations
- Responsible for operation handling (Monitor and track ticket system, email system, phone for incoming Incidents and Requests according to ITIL process)
- Responsible for Escalations handling.
- Liaising with other support groups in assisting with the resolution of SRs where initial investigation fails to resolve the customer incident.
- Keep customers informed of all relevant service events.
- Handling event management
- solve all the customer incidents and requests
Job Requirements
- Different Operating Systems Knowledge (Microsoft or Linux/Unix)
- Backend Software support Knowledge (Office365, Exchange, Outlook, Active Directory, SharePoint, Lync and Microsoft servers support etc...)
- Microsoft Certified Solutions Associate(MCSA) certification is a plus (Office 365)
- Networking Support Knowledge analysis of network problems (LAN/WAN)
- 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.
