Telecommunication Support Engineer

As part of HSBC's fast-growing business, we are looking for a Telecommunications Support Engineer (TSE) to join the IWPB (International Wealth and Personal Banking) Department.

The TSE will manage IT services in line with agreed service levels and HSBC standards, focusing on end-user support administration and production support for contact centre equipment and services.

Key responsibilities:

• Troubleshoot and diagnose technical issues to restore failed IT services
• Resolve incidents within agreed service levels and confirm resolution with end users
• Escalate issues through Incident Management processes and coordinate technical operational recovery
• Perform scheduled production support tasks using the bank’s systems management and operational tools
• Monitor capacity, performance and availability using monitoring tools
• Liaise with internal support teams, vendors, internal customers and line management to ensure continuous service delivery
• Create and submit knowledge articles and provide training to junior colleagues and end users
• Identify problems and track continual service improvements

Requirements:

• Demonstrate hands-on experience in troubleshooting, diagnosing, monitoring, and resolving end-customer issues
• Show a strong understanding of, and troubleshooting experience with, Genesys Cloud, Genesys Engage, SIP Server, Oracle SBC, and Oracle Enterprise Manager
• Bring experience of associated technology areas such as data networking and carrier networks with the ability to learn and support
• Manage multiple technical priorities and deliver against service levels
• Coordinate escalations effectively with vendors, L3 support teams and end users
• Have 6 to 7 years of experience supporting contact centre infrastructure and willingness to learn
• Apply knowledge of ITIL incident, change and problem management activities and best practices
• Communicate clearly in English with strong written and spoken skills and work effectively as part of a global team
• Willingness to work shifts is required

Nice to have:

• Possessing an industry certification
• Experience supporting telecoms contact centre environment, including platforms such as Cisco, IVR, diallers, Nuance, Splunk and SBC
• Experience working in the Agile environment
• A history of working in a large, global financial or IT organization
• ITIL version 3 or later

We offer:

• Competitive salary: 18359 PLN - 27542 PLN monthly, gross
• Comprehensive and competitive package of benefits covering healthcare, family friendly leaves, pension and life assurance
• Additional bonuses for recognition awards
• Multisport card
• Private medical care
• Life insurance
• One-time reimbursement of home office set-up (up to 800 PLN)
• Cafeteria platform
• Employee assistance program
• Additional contributions to PPK scheme
• Corporate parties & events
• CSR initiatives
• Nursery discounts
• Financial support with trainings and education
• Social fund
• Flexible working hours
• Free parking