L1 Support Engineer (10/857)

INFOLET SP. Z O.O.; Kraków; On-site; PLN 111,600 - 167,400; Full time

Benefits offered by this job

Relocation package

Extended medical care

Multisport Benefit card

Life insurance

Job summary

A technology infrastructure company based in Kraków is seeking an L1 Telecoms Support Specialist. The role involves providing first-line support for global telecoms incidents, monitoring infrastructure, and coordinating recovery efforts. Candidates should have 3-5 years of experience in IT or telecoms support, with strong incident management skills and fluency in both English and Polish. The position offers a hybrid working model and relocation package along with medical and life insurance benefits.

Qualifications

• 3 - 5 years of experience in L1 IT / Telecoms / Infrastructure support.
• Experience working in a NOC or 24/7 operational support environment.
• Familiarity with ITIL and/or Agile frameworks.

Responsibilities

• Provide first-line (L1) support for global telecoms incidents.
• Monitor telecoms and data centre infrastructure.
• Raise and manage vendor tickets and coordinate recovery actions.

Skills

L1 IT / Telecoms / Infrastructure support

Data network topologies

Networking protocols

Incident management

Troubleshooting mindset

Fluent English

Fluent Polish

Job description

📍 Kraków (Hybrid - 2 days office / 3 days remote) and operates on a follow-the-sun support model

Project

The role is part of a global Technology Infrastructure and Datacentre Operations function, providing critical L1 telecoms support for enterprise IT services.

The team operates within a Global Network Operations Center (NOC), ensuring high availability, rapid incident resolution, and continuous improvement of telecoms and data centre infrastructure across multiple regions.

You will

• Provide first-line (L1) support for global telecoms incidents and contribute to timely resolution.
• Monitor telecoms and data centre infrastructure and proactively identify service issues.
• Raise and manage vendor tickets and coordinate recovery actions without impacting service availability.
• Work closely with Incident Managers and technical teams during datacentre and infrastructure incidents.
• Support recovery of IT systems in line with agreed SLAs and incident management processes
• Collaborate with global teams and service providers in a diverse, multi-region environment.
• Participate in shift-based support, including weekends, under a follow-the-sun model.
• Contribute to reducing infrastructure outages and preventing recurring incidents.
• Ensure global standards are followed and consistently applied
• Work with service providers to ensure contractual obligations are met and drive continuous improvement

Must have

• 3 - 5 years of experience in L1 IT / Telecoms / Infrastructure support
• Good understanding of data network topologies and networking protocols
• Experience working in a NOC or 24/7 operational support environment
• Familiarity with ITIL and/or Agile frameworks
• Ability to work effectively in a global, distributed team
• Strong incident management and troubleshooting mindset
• Willingness to work shifts and weekends
• Fluent English and Polish

Nice to have

• Experience supporting datacentre infrastructure
• Previous exposure to working with external vendors and service providers
• Experience contributing to process improvement initiatives
• Knowledge of telecoms monitoring and incident management tools
• Strong motivation to learn new telecoms technologies and support tools

Our offer

• Relocation package (4500 PLN total value), paid in three installments (1500 PLN per month) in case your permanent presence in the office is mandatory, and you need to relocate from another city.
• Benefits: Extended medical care (over 2000 medical facilities in Poland, 80 in Kraków) for you and your family; Multisport Benefit card; life insurance