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We are seeking an IT Operations Support Engineer to provide technical support to Vodafone Germany stakeholders, focusing on first-line troubleshooting, ticket handling, and escalation management. The role involves resolving technical issues across enterprise and consumer services—particularly those related to web applications—while supporting a 24/7 shift-based operation. The ideal candidate thrives in a collaborative, global environment and excels in both German and English communication.
Job Responsibility:
Receive, log, prioritise, and close incidents and requests through phone, email, and ticketing systems
Perform initial diagnosis, troubleshooting, and escalation to next-level support or external partners
Monitor systems, incoming alerts, and ticket queues to ensure timely action within agreed SLAs and OLAs
Keep users updated on ticket progress, outcomes, and expected timelines
Review responses from underlying support levels and enrich knowledge base articles accordingly
Liaise with cross-functional support groups to resolve complex service requests
Conduct outbound communication for notifications, updates, and service events
Handle and maintain systems, peripherals, and basic technical equipment repairs
Participate in shift-based operations and on-call rotations supporting 24/7 service coverage
Validate incident and request documentation and ensure continuous ticket progress
Support problem management activities, including root cause analysis and reporting
Manage changes according to defined change management procedures
Requirements:
Hold a bachelor’s degree in Computer Engineering, Communication Engineering, or Computer Science (preferred but not mandatory)
Bring 1–3 years of IT support experience with a solid understanding of technical support operations
Fluent in both written and spoken German and English
Skilled in troubleshooting and analysis across operating systems (Windows, Linux/Unix)
Familiar with basic web development concepts
Possess networking knowledge and understanding of ITIL processes (a plus)
Highly organised, detail-oriented, and comfortable working in a global collaborative environment
Able to multitask, work under pressure, and maintain a customer-focused approach
Strong communicator with confident negotiation and documentation skills in German and English
Willing to work shifts and participate in on-call rotations
Nice to have:
Knowledge of HTML, JavaScript, and Linux/Unix is an advantage
What we offer:
Exposure to a multinational technology environment and cross-functional support teams
Opportunity to deepen expertise in incident, problem, and change management processes
Continuous learning through hands-on experience with operating systems, web technologies, and enterprise platforms
Development within a 24/7 operational environment that enhances technical agility and responsiveness
Growth opportunities in a global shared services organisation with diverse career paths