Job Description

Roles & Responsibilities

About this Role

We are seeking an IT Operations Support Engineer to provide first-line technical support within the Web Factory function, supporting Vodafone Germany services. This role focuses on incident and request management across enterprise and consumer web-based services, ensuring issues are resolved efficiently or escalated appropriately. Working in a 24/7 shift-based environment, the role plays a critical part in maintaining service quality, meeting SLA commitments, and delivering a positive customer experience in both German and English.

What you ll do

• Receive, log, monitor, and resolve incidents and service requests via ticketing systems, phone, and email.
• Troubleshoot technical issues across web applications, operating systems, and peripheral devices, providing first-time resolution where possible.
• Escalate incidents to second-line support or external partners in line with defined processes and SLAs.
• Keep customers informed of progress, updates, and resolutions until closure.
• Enrich tickets with accurate technical details and contribute valuable knowledge to the knowledge base.
• Monitor incident queues to ensure compliance with SLA and OLA targets, including escalation and alerting where required.
• Support problem management activities, including root cause analysis and problem ticket coordination.
• Participate in change management activities in line with agreed change processes and timelines.
• Work collaboratively with global support teams, technical departments, and service providers.
• Operate on a shift and on-call rotation to support 24/7 service availability.

Who you are

• An individual with 3 6 years of experience in IT or technical support, ideally within a service desk or operations environment.
• Proficient in written and spoken German and English, with confidence in technical documentation and communication.
• Familiar with multiple operating systems (Microsoft, Linux/Unix) and basic web technologies such as HTML and JavaScript.
• Knowledgeable in networking fundamentals and ITIL practices (advantageous).
• A structured problem-solver with strong troubleshooting and analytical skills.
• Comfortable working in a fast-paced, global, and customer-focused environment.
• Willing to work shifts and participate in on-call rotations.

Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What's in it for you

• Exposure to international Vodafone markets and enterprise-scale web platforms.
• Hands-on experience in IT operations, incident, problem, and change management.
• Opportunities to collaborate with diverse global teams and technology partners.
• A structured environment that supports continuous learning and skill development.

What skills you will learn

• Advanced incident and service request management within SLA-driven environments.
• Practical application of ITIL processes in real operational scenarios.
• Enhanced troubleshooting across web technologies, operating systems, and networks.
• Professional communication skills in a multilingual, customer-facing context.