Fixed & IoT Services 2nd Level Support Technician

Role Overview

• 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.
• 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

Tech Stack

• Cloud
• IoT

Benefits

• 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