2nd Line Engineer - Broadband/DSL

Greater Manchester
000000215366
Posting date:Mon 03, 2018
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Broadband Specialist
Manchester

£excellent + benefits

Technology at Vodafone 

Millions of people interact with Vodafone Technology every day without even realising it. Our products deliver many essential services that critical to the lives of many different people. We connect all sorts of businesses including banks, shops and the media to and critical services such as the emergency services. Our technology and network is the backbone to everything we deliver and without it we wouldn’t have a business. That’s why we’re investing heavily in it and we need talented people to help us deliver the next wave of innovation.  

Role purpose: 

Technically skilled team members provide high quality customer service and specialist technical support on the Vodafone Broadband platform. Undertaking detailed technical fault diagnostics and resolution to meet company service level agreements for business and residential xDSL and Voice services.
Interacting with multiple front and back office teams, this is not an entry level role. Team members are expected to take ownership of restoring service using extensive technical knowledge and experience or drive resolution through other Vodafone agencies and suppliers and support Major Incident teams in resolving complex faults.

Key accountabilities and decision ownership 

Respond to faults raised assigned via Vodafone ticket management system. 
Resolve all faults within target times to ensure that department service levels and key performance indicators are achieved.
To joint test with field engineers (incl 3rd party) to ensure correct path to resolution.
Ensure that problems identified during day to day activities are shared and owned to resolution as part of business continuous improvement. 
Provide support to managers, team members and other colleagues to ensure departmental best practice is followed. Some travel within the UK may be required occasionally
On Call duties as part of a rota to provide support outside of business hours

Qualifications

Qualifications/Experience required

Broadband – DSL technical 2nd line environment
Local networks understanding
Knowledge of service provider networks (authentication)
Good Communication
Trend analysis
IP qualification - beneficial

Why Vodafone?

Joining Vodafone is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.

Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.

And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career, and a choice of benefits to suit your lifestyle.


Commitment from Vodafone

 Vodafone is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodafone you will have access to our excellent flexible benefits programme that you would expect from any global company. 

Life at Vodafone

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