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Vodafone Logo Vodafone · IT - Administration

Fixed & IoT Services 2nd Level Support Team Leader

Greece, Athens · Job Posted March 13, 2026
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Job Description

Responsible for leading and developing a technical support team delivering high-quality operational support for Fixed, IoT, Cloud, and SDN services to Corporate & SME customers. The role ensures service availability, incident resolution, customer satisfaction, and continuous improvement while aligning with Vodafone’s operational standards and strategic objectives.

Job Responsibility

  • Responsible for VBTS call centre activities
  • Responsible for 1st and 2nd level support activities for Vodafone Fixed, IoT, Cloud and SDN services to Corporate & SME customers
  • Lead, coach, train and motivate a team of support technicians to deliver consistent, high-quality service
  • Conduct regular one-to-ones, performance reviews, and development planning
  • Coordinate daily activities and monitor service performance, SLAs and KPIs, taking corrective actions where required
  • Act as 1st level management escalation point for customer related issues
  • Drive customer satisfaction by ensuring timely communication and issue resolution
  • Coordinate with internal teams and third-party vendors and partners
  • Provide technical guidance and decision support for complex issues across Fixed, IoT, Cloud, and SDN services

Requirements

  • At least 2 years of experience in technical support on fixed services
  • Bachelor’s degree in Engineering, Telecommunications, or related field
  • Excellent knowledge in xDSL/FTTx technology and mobile networks
  • Relevant technical certifications (Security, Cloud, Networking, or IoT)
  • Excellent oral and written communication skills in Greek and English
  • Knowledge of performance indicators
  • Customer obsessed – emphasis on quality and excellence
  • Excellent organizational and leadership skills with a problem solving ability
  • People engagement and motivation skills
  • Ability to make decisions under pressure and manage competing priorities

What we offer

  • Award-winning work environment -certified #1 Top Employer in Greece
  • Competitive pay, bonus & remuneration package
  • Private Health & Medical Insurance
  • Hybrid way of working: a blend of remote and office-based working, including the option to work from abroad
  • Unlimited connectivity with our mobile, landline and Vodafone TV services – Experience first what our customers love
  • Unlimited access to learning resources and trainings
  • Vodafone Parental Leave: 16 weeks of fully paid parental leave to all employees regardless of gender, sexual orientation or length of service
  • Remote work equipment to help you create a comfortable, ergonomic workspace at home
  • Spirit of Vodafone days: dedicated time to pause, develop new skills and connect with our teams, values and services
  • Extra days off: Vodafone Day, Family Day, Volunteering Day
  • Office amenities (subject to the office location): such as restaurant, beauty corner, gym and parking
  • Special employee offers and discounts
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