Global Telecoms Support Engineer (24/7) ITIL Expert

HSBC; Województwo podlaskie; On-site; PLN 205,000 - 307,000; Full time

Benefits offered by this job

Healthcare

Private medical care

Life insurance

Pension

Home office setup allowance

Flexible working hours

Free parking

Job summary

HSBC Poland is seeking a Telecommunications Support Engineer to join the IWPB Department. You will provide end‑user and production support for contact centre equipment, ensuring services meet SLAs across a 24/7 model.

You will troubleshoot, diagnose and resolve incidents, coordinate with vendors and internal teams, and contribute to knowledge base and junior training. English required; shift work expected.

Qualifications

• Hands-on troubleshooting and end-customer issue resolution.
• Experience with Genesys Cloud/Engage, SIP Server, Oracle SBC and OEM.
• Knowledge of data networking and carrier networks.
• Ability to manage multiple priorities and meet SLAs.
• Strong written and spoken English in a global team.

Responsibilities

• Troubleshoot and diagnose issues to restore IT services.
• Resolve incidents within SLA and confirm resolution with users.
• Escalate issues through Incident Management and coordinate recovery.
• Perform production support tasks with bank systems management tools.
• Monitor capacity, performance and availability.
• Coordinate with vendors and internal teams to deliver services.
• Create knowledge articles and train juniors and end users.
• Identify problems and drive continual service improvements.

Skills

Troubleshooting

Diagnosing

Monitoring

Incident management

End-user support

English communication

Shift work

Tools

Genesys Cloud

Genesys Engage

SIP Server

Oracle SBC

Oracle Enterprise Manager

Job description

HSBC Poland is seeking a Telecommunications Support Engineer to join the IWPB Department. You will provide end‑user and production support for contact centre equipment, ensuring services meet SLAs across a 24/7 model.

You will troubleshoot, diagnose and resolve incidents, coordinate with vendors and internal teams, and contribute to knowledge base and junior training. English required; shift work expected.