At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
Role purpose:
• Maintain, operate and support all company desktops and laptops.
• Design, build and deploy windows images and software packages.
• Patching desktops and laptops to meet the security standards.
• Implement the latest technologies and methodologies.
• Maintain and support Queue system, Meeting rooms, printers and Video Conference units.
• Willing to work according to in terms of the week ends and the public holidays according to business needs.
• Be involved in an on-call schedule to provide 24/7 support if required.
• Willing to travel outside /inside Cairo if required.
• Properly adhere to desktop service level agreements.
• Achieve KPIs & SLA compliance.
• Provide Vodafone staff with up to date desktop tools to enable them to accomplish their work better and reflect company image.
• Skill Set Development and Research.
• Team work, Appearance, and Professional attitude.
Key performance indicators:
Services Availability:
- Services availability for Vodafone Systems Services according to Business categorization SLA - 24/7 operational KPIs
Incident Management:
- Reduce customer incidents in order to improve user experience
- Reduce the average time to resolution of customer incidents and service requests in order to improve user experience.
Change Management:
- Changes handled compliant to change management process 99,9%
- Changes finished in accordance with implementation plans 99%
Other ITIL Processes:
Ensure compliance to all ITIL based internal processes and quality metrics
• IT services Operation & delivery (ITIL based).
• Service Support and troubleshooting.
• Professional Business communication.
Education:
BSC in Engineering or Computer Science
Work Experience:
1. +5 years of experience in IT Support.
2. Detailed technical knowledge relating to configuration management and automated deployments.
3. Experience in Microsoft environment with Windows10 Enterprise, Office 2016, Internet Explorer and Edge.
4. Experience in Windows Server and Active Directory platforms.
5. Ability to provide technical support on both software and hardware including but not limited to PCs, printers, and mobile computing devices.
6. Ability to support remote access via Citrix and other RAS technologies
7. Experience with remote control tools and reporting tools.
8. Scripting and programming skills is a plus
9. Excellent knowledge of Microsoft products for both operating system and office automation applications.
10. Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Personal skills:
• Excellent spoken and written English.
• Interpersonal skills.
• Business and customer oriented.
• Dedication, sense of ownership.
• Ability to work in teams.
• Excellent oral and written communication skills.
• Must be team oriented.
• Must have technical support experience via the phone and via direct customer facing.
• Must have systems support experience, preferably in a large production environment.
• Ability to remain calm under pressure.
• Good analytical skills, problem solving and negotiating ability.
Knowledge of technology.
• Technical skills (ITIL,CCNA,MCITP,MCSE).
• Hands-on experience with Microsoft Windows server administration tasks.
• Hands-on experience with Microsoft Windows Client OS (Win 10).
• Experience with Microsoft Active Directory, LDAP, DHCP and DNS.
• Awareness with application support.
• Strong troubleshooting skills.
• Familiar with BMC Remedy ticketing system.
• Able to work independently in a highly dynamic environment with strong analytical skills, organized, self-motivation in addition to having excellent communications, reporting and Presentation skills.
• Ability to deliver challenging targets in a dynamic market environment with a full understanding of customer demands/needs and flexibility to exceed customers’ expectations.
• Broad experience of delivering successful Local and International projects.
• Demonstrated leadership and organizational skills with cross-functional teams.
• Expert knowledge of the project methodology in addition to broad experience of delivering successful projects through direct & virtual teams and suppliers.