Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through talent, technology & transformation.

As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and third-party capability.

We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

About this role

We are seeking an IPPS Customer Fulfilment Support Engineer to resolve complex and escalated technical issues related to Vodafone Germany fixed and TV products in a customer-focused, service-critical environment. The role focuses on troubleshooting, incident resolution, process improvement, and delivering high-quality support that improves customer experience and service standards.

This role is part of Customer Fulfilment Support within VOIS Egypt and is based in VHUB2/Dallah. It involves working closely with internal competence teams, third parties, and support colleagues to ensure incidents are managed end to end and resolved within agreed service levels.

What you’ll do

• Act as a technical and process reference point for junior incident management colleagues.
• Manage long-running, complex, and escalated customer incidents related to fixed and TV services.
• Perform fault troubleshooting, identification, and resolution for Vodafone Germany customers.
• Resolve incidents in line with agreed service level agreements and key performance indicators.
• Collaborate with internal competence teams and third-party providers when required to resolve tickets within agreed timelines.
• Handle customer incidents end to end, from the first contact through to ticket resolution.
• Contribute to a positive customer experience through high-quality resolution, net promoter score outcomes, and written customer feedback.
• Work on a 24/7 rotational shift basis, including weekends and public holidays.

Who you are

• You have at least two years of experience in troubleshooting and technical support for complex solutions.
• You bring experience in fixed and TV network fields, with knowledge of WAN access technologies and IP networking.
• You have advanced knowledge or experience of fixed and TV products, including areas such as routing, switching, and IP services.
• You are fluent in German, both written and spoken, at a minimum C1 level.
• You have strong written and spoken English skills.
• You are comfortable supporting a broad product portfolio, including complex technical scenarios.
• You have strong analytical, customer orientation, and communication skills.
• You are able to provide internal second-level support for new colleagues in complex scenarios.
• You hold a bachelor’s degree, preferably in computer engineering, telecommunications engineering, or a related field.
• CCNA certification is preferred.

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

• An opportunity to work on complex fixed and TV product support for Vodafone Germany customers.
• Exposure to customer-critical technical environments where service quality, incident resolution, and customer satisfaction are central to success.
• The chance to collaborate with internal competence teams, third-party providers, and support colleagues across incident resolution scenarios.
• Experience in end-to-end incident handling, from initial customer contact through to ticket closure.
• A role that supports continuous improvement of processes, standards, and customer experience.

What skills you will learn

• Advanced troubleshooting of fixed, TV, WAN access, and IP networking services.
• End-to-end customer incident management in a service-critical technical support environment.
• Practical experience working with service level agreements, key performance indicators, and quality-focused support outcomes.
• Collaboration with internal specialist teams and third-party providers to resolve complex technical issues.
• Customer-focused communication, written feedback handling, and support quality improvement.
• Skills in supporting and guiding newer colleagues through complex technical scenarios.

VOIS equal opportunity employer commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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