IT Operations Engineer at Vodafone Global Enterprise

Key accountabilities and decision ownership :

Incident & Request Management

• First‑time fix for desktop, OS, peripheral, and call centre tooling issues (e.g., softphone, headset, login failures, profile corruptions).
• Log all issues in the ITSM tool with high‑quality categorisation, impact/urgency, and clear troubleshooting notes.
• Escalate appropriately to second line (EUC, UC/Telephony, Network) and third line (Infrastructure, Security, Vendor) with full diagnostic context.

Troubleshooting & Root Cause Documentation

• Perform structured diagnostics (hardware, OS, network connectivity, profile, application, telephony).
• Document root cause, workaround, and permanent fix recommendations
• Run post‑incident checks to confirm service restoration and prevent recurrences (e.g., headset firmware updates).

Device, Peripheral & Asset Lifecycle Management

• Provision, configure, and maintain desktops/laptops/thin clients, VDI profiles,
• headsets, webcams, printers, and smart card readers.
• Ensure accurate asset tagging, CMDB updates, and chain-of-custody (issue, transfer, return, disposal).
• Coordinate stock levels, RMA/warranty handling, and vendor engagements for peripherals.

Patch, Compliance & Security Hygiene

• Enforce OS/application patching, AV/EDR posture, device encryption, screen‑lock policies, and USB governance.
• Remediate non‑compliant endpoints and report to Security/Compliance teams.
• Support audit readiness (e.g., POPIA/PII handling, SOX/ITGC, ISO 27001 control evidence).

Knowledge, Continuous Improvement & Reporting

• Produce and maintain “How‑to” guides for agents/supervisors.
• Provide weekly/monthly service reports (incident trends, MTTR, first‑call resolution, top problems).
• Identify automation and process improvements (scripted fixes, self‑service catalogues, zero‑touch provisioning).

Experience:

• 3–5 years of desktop support in a high‑volume call centre or telecoms.
• Hands‑on with Windows 10/11, Intune/MDM, Group Policy, Active Directory (accounts, profiles, permissions), and ITSM tools (ServiceNow/Remedy/JIRA SM).
• Exposure to VoIP/Softphone (SIP, QoS), headset ecosystems (Jabra/Plantronics), and call centre WFM/QA tools.     proven record of managing assets, and peripheral lifecycle

Technical Skills

•  OS & Endpoint: Windows 10/11, driver management, user profiles, credential caches, offline files, BitLocker.
• Directory & Auth: AD, Azure AD, SSO, MFA, Group Policy, conditional access.
• Networking Basics: TCP/IP, DNS/DHCP, proxy, VPN, Wi‑Fi troubleshooting, QoS awareness.
• UC/Telephony: Softphone setup, SIP registration, audio device mappings, QoS symptoms.
• ITSM: Incident, Request, Problem, Knowledge, CMDB; SLA/OLA adherence.
• Security & Compliance: EDR/AV, patch compliance, data protection practices (POPIA).
• Scripting/Automation: PowerShell for packaging, remediation, and inventory (preferred).

Closing date for Applications: 31 December 2025.