IoT 1st Line Service Support Technician

Job description

Who we are VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal. #VOIS #BeUnrivalled #CreateTheFuture About this Role We are seeking an IoT Telecom Systems Support Engineer to maintain and optimise IT and telecom systems supporting Vodafone IoT customers. The role focuses on ensuring high availability, performance, and stability of customer infrastructure and services, while providing technical support, troubleshooting complex incidents, and collaborating with customers and internal stakeholders. The successful candidate will contribute to system improvements, software adaptations, and operational excellence in a 24/7 support environment. What you'll do Maintain IT systems supporting Vodafone IoT customers, ensuring high availability and optimal service performance. Monitor, troubleshoot, and resolve hardware and software issues using available operational tools. Provide 24/7 technical support, collect information from customers and monitoring systems, and coordinate investigations where required. Adapt and modify existing software solutions to improve service quality and customer experience. Communicate technical information regarding service-affecting events and alarms to customers through agreed communication channels. Analyse data gathered from customers and performance monitoring systems to identify root causes and recommend solutions. Collaborate with technical teams to implement software and hardware enhancements that improve service stability and customer satisfaction. Review technical and functional specifications during software and hardware modification activities. Work in line with operational agreements and service performance indicators, including response times, service quality, and error rates. Who you are English language proficiency at B1 level or above, with effective written and verbal communication skills. Basic understanding of telecommunications technologies, including Core Network (2G/3G/4G) and IP networks. Experience working with SMSC, HLR, and GGSN platforms. Knowledge of telecommunications protocols including GTP, RADIUS, Diameter, IP, IPSEC, and SS7. Experience using packet capture and network analysis tools such as Wireshark, Ethereal, or tcpdump. Basic Linux/UNIX administration and command-line knowledge. Foundational Unix scripting knowledge. Minimum of 1 year of relevant technical experience. CCNA Routing & Switching certification. Good understanding of ITIL principles and service management practices. Not a perfect fit? Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best. What's in it for you Hybrid way of working Medical and dental services Life and hospitalization insurance Dedicated employee phone subscription Take control of your benefits and choose any of the below options: MEAL TICKETS/ PRIVATE PENSION/ VACATION VOUCHERS/ CULTURAL VOUCHERS within the budget. Special discounts for gyms and retailers Annual Company Bonus Loyalty Programme Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills You get to work with tried and trusted web-technology Getting in on the ground floor of a technology changing company We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off. Special Paternal Program - 4 months of paid paternity leave What skills you will learn Advanced troubleshooting and incident management within telecom and IoT ecosystems. Core telecom network technologies and protocols across mobile and IP domains. Service management methodologies and ITIL best practices. Linux/UNIX administration and automation through scripting. Customer communication and stakeholder management in complex technical environments. Performance monitoring, service optimisation, and operational process improvement. VOIS Equal Opportunity Employer Commitment Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background. Join Us At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference. Alert Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud. #JDEnhancedByTARA Follow us on social media LinkedIn: VOIS LinkedIn Facebook: VOIS Facebook Instagram: VOIS Instagram Chat with our employees: Learn more about our projects