24/7 Telecommunication Support Engineer

HSBC Holdings plc; Kraków; On-site; PLN 205,000 - 307,000; Full time

Benefits offered by this job

Private medical care

Life insurance

Free parking

One-time home office setup allowance

Job summary

HSBC is seeking a Telecommunications Support Engineer to join the IWPB department in Kraków. The role focuses on end-user support administration and production support for contact centre equipment and services, ensuring services meet agreed SLAs in a 24/7 follow-the-sun model.

You will troubleshoot issues, manage incidents, and coordinate with vendors and internal teams to maintain continuous service delivery across global operations.

Qualifications

• Hands-on experience troubleshooting, diagnosing, monitoring, and resolving end-user issues.

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 and coordinate recovery.
• Perform scheduled production support tasks with bank systems management tools.
• Monitor capacity, performance and availability using monitoring tools.
• Collaborate with internal teams, vendors and users to ensure service delivery.

Skills

Genesys Cloud

Genesys Engage

SIP Server

Oracle SBC

Oracle Enterprise Manager

Cloud contact centre platforms

ITIL incident/change management

English communication

Job description

HSBC is seeking a Telecommunications Support Engineer to join the IWPB department in Kraków. The role focuses on end-user support administration and production support for contact centre equipment and services, ensuring services meet agreed SLAs in a 24/7 follow-the-sun model.

You will troubleshoot issues, manage incidents, and coordinate with vendors and internal teams to maintain continuous service delivery across global operations.