BSO L2 Engineer
Vodafone
- Dublin
- Permanent
- Full-time
The 2nd Level Support Network Engineer is a customer-focused, operational person. Your core function is providing 2nd level of network support to our managed service business customers across a wide range of Vodafone products and services. You will work on more complex faults than your 1st level support colleagues.
You are a strong standout colleague with a focus on delivering a first-class service to our customers. You are passionate about networking and technology. You have previous experience in supporting Aruba LAN, Wi-Fi, SDx and Cisco networks within a technical function. You are a complex problem solver who uses critical thinking and creativity to troubleshoot and resolve complex customer incidents, all the time working with the customer directly.
You will complete important follow up problem management and continuous service improvement (CSI) activities on the back of an incident.
You will liaise between Network Operations, Commercial Operations, Technical Design, 3rd Line Engineering, 3rd Party partners, suppliers and carriers communicating between all key stakeholders to ensure resolution of faults.Essence of Role - Key Accountabilities:As a BSO 2nd Level Support Engineer you will:
- Work as part of a managed service team
- Provide a highly professional second level support, triage, and resolution of incidents
- Communicate with customers of a technical nature in a clear and concise manner
- Demonstrate customer focus and an understanding of a customer's needs
- Build trusted relationship with our customers, by driving continuous service improvement and managing escalations
- Take ownership of incidents, communication, and partner engagement for complex & critical incidents, using your understanding of customer networks and solutions
- Clearly escalate incidents and problems internally within Vodafone and with external parties where required
- Prioritise incidents as per the Incident Management Process Priority Matrix
- Act as a subject matter expert on the Vodafone Product Portfolio
- Act as tech lead for projects e.g. Service launch, early life support, tooling, process, documentation
- Interpret trends in incidents, problems and network behavior and communicate this trend to other areas
- Change management, prepare, and implement change requests under governance
- A minimum of 5 years' experience in supporting complex telecommunication and CPE (customer premise equipment) based propositions within a technical function of CPE vendor, TELCO, or large organization.
- Cisco Certified Network Professional (CCNP) certification
- Aruba Certified Mobility Associate (ACMA), Aruba Certified Switching Associate (ACSA), Aruba Certified ClearPass Associate (ACCA) certifications
- Hands on experience in Aruba/Meraki SD, Wi-Fi, and LAN
- iMC / Aruba Airwave / Aruba Central / Aruba Clearpass experience
- Strong technical knowledge of technology and subject matter expert in WAN; LAN; Wi-Fi; SDx; Network Security
- Complex problem solver
- Strong troubleshooting and analytical skills
- Self-motivated and energetic worker
- Excellent communication and interpersonal skills
- Ability to react well to pressure
- Degree in IT / Telecommunications / Engineering
- Knowledge of Vodafone Business Corporate product portfolio
Our purpose is to connect for a better future, and this is made possible by our people. No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential. You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm, and you'll get to play a role in delivering Ireland's Gigabit Society!
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
Vodafone is committed to support LGBT+ people at work.
We are an equal opportunities employer where our people can be at their best.When choosing us……….When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits!Some of the benefits that you will receive along the way are:
Competitive Salary
Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
Generous Employer Pension contribution
Free Phone Bill - When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discounts
Learning and Development - We provide extensive training to all our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!
Exclusive Family and Friends Discounts - Receive additional discounts for you, your Family and Friends on Vodafone Products!
23 days annual leave and 3 charity days off - PLUS a dedicated day off for your birthday
Free Parking
Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitionersWe are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies. We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employer where our people can be at their best.When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we'll help you shape a rewarding career that gives back in more ways than one. Its starts here. It starts with you.#LI-JB1 #LI-HybridOur Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.