IPPS CF Support Engineer German Speaker

• Act as a technical and process reference for junior incident managers
• Handle long-running and complex tickets, ensuring resolution within SLA and KPI targets
• Perform fault identification and resolution for Vodafone Germany customers
• Collaborate with internal competence teams and third parties to resolve incidents
• Manage end-to-end customer incidents from initial contact to resolution
• Deliver exceptional customer experience measured by NPS and feedback
• Work on a 24/7 rotational shift basis, including weekends and public holidays

• Minimum 2 years’ experience in troubleshooting and technical support for complex solutions
• Advanced knowledge of fixed and TV products, including routing, switching, and IP services
• Fluent in German (C1 level) and English, both written and spoken
• Strong analytical and communication skills with a customer-oriented mindset
• Ability to support new team members in complex scenarios
• CCNA certification is preferred
• Bachelor’s degree in Computer or Telecommunications Engineering or related field

CCNA certification is preferred

• Advanced troubleshooting techniques for fixed and TV networks
• Cross-functional collaboration and stakeholder management
• Process optimisation and incident management best practices
• Deep understanding of Vodafone’s product portfolio and tools