AGENT L2 BSS-SOLSTICE_DE

Your day to Day You will provide IT services in the Business Systems/Applications Support Services area With these activities you will have a great impact on our business You will receive incidents and issues via phone, email or ticketing system on all supported UnityMedia applications with the goal of providing direct customer resolution or functional escalation to responsible 2nd Level teams if they cannot be resolved on first contact.
You will be in charge of business impact assessment (define ticket severity) and incident resolution process (ticket ownership) You will ensure fulfillment of Service Level Agreements You will record actions taken and resolution offered in the relevant ticketing system; You will perform ticket monitoring as per internal procedure; You will identify and suggest possible improvements to procedures; You will ensure fulfillment of agreed service level agreements / key performance indicators; You will resolve complex technical incidents, service requests and queries You will interact with stakeholders, such as application support or business departments or external parties and with IT teams and other stakeholders for incident closure / request fulfillment You will work on prioritization of incidents and incident tracking With these activities you will have a great impact on our business You have strong verbal communication skills in German (C1/C2) and English.
You have strong reporting and analytical skills You are customer service oriented.
You support and maintenance analysis You have good analysis and troubleshooting skills You have good verbal and written communication skills You are working in troubleshooting systems analysis skills You have high conscientiousness and accuracy in work Service orientation Flexible and committed attitude Sounds like the perfect job? We’ve got even more to offer.
•Work from Home – hybrid approach    •Medical and dental services  •Life and hospitalization   insurance  •Dedicated employee phone subscription  •Special discounts for gyms and retailers  •Annual Company Bonus  •Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills   •You get to work with tried and trusted web-technology  •Getting in on the ground floor of a technology changing company  •We let you write your own story by planning vacations.
go for a trip, experience new things, have fun and enjoy your 23 days off.
•Special Paternal Program - 4 months of paid paternity leave  #_VOIS 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.