L1 Support Engineer

Tech Mahindra; Polska; Remote; PLN 60,000 - 90,000; Full time

Job summary

Tech Mahindra in Poland is seeking an incident response specialist to join a 24/7 support team working from home. You will handle Level 1 incident triage, troubleshooting, and ticket administration while communicating with customers by phone and email.

You will coordinate with Level 2 and external suppliers, apply knowledge of SD-WAN and LAN products (Cisco Viptela, Juniper Mist, Cisco Meraki) to diagnose issues and restore services quickly.

Qualifications

• Experience in incident management and IT service desk.
• Strong communication skills.
• Experience with ticketing systems.
• Willing to work in 24/7 shift and from home.

Responsibilities

• Handle Level 1 incident triage and troubleshooting.
• Perform incident ticket administration and tracking.
• Communicate with customers via phone and email.
• Interface with Level 2 engineers and external suppliers.
• Apply knowledge of SD-WAN and LAN products to diagnose issues.

Skills

Incident response

Troubleshooting

Ticket administration

Customer communication

Vendor liaison

Tools

Cisco Viptela SD-WAN

Juniper Mist mLAN & mWIFI

Cisco Meraki mLAN & mWIFI

Job description

Tech Mahindra offers technology consulting and digital solutions to global enterprises across industries, enabling transformative scale at unparalleled speed. With 149k+ professionals across 90+ countries helping 1100+ clients, TechM provides a full spectrum of services including consulting, information technology, enterprise applications, business process services, engineering services, network services, customer experience & design services, AI & analytics, and cloud & infrastructure services. It is the first Indian company in the world to have been awarded the Sustainable Markets Initiative’s Terra Carta Seal, in recognition of actively leading the charge to create a climate and nature-positive future. Tech Mahindra (NSE: TECHM) is part of the Mahindra Group, founded in 1945, one of the largest and most admired multinational federations of companies.

Experience: 3-5 Years

Working Hours - 24/7 Rotational Shifts

Work Model - Work from Home

Skill Required-

• Level 1 incident response and troubleshooting tasks (skills comparable to Contact Centre)
• Incident Ticket administration
• Customer communication via phone and email
• Interfacing with Level 2 and external suppliers and carriers
• Knowledge of working on the products - Cisco Viptela SD-WAN, Juniper MIST mLAN and mWIFI, Cisco Meraki mLAN and mWIFI

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.