Technical Support Engineer

iXceed Solutions; Polska; On-site; PLN 60,000 - 90,000; Full time

Job summary

iXceed Solutions is seeking a German-speaking Level 1 Service Desk specialist to provide incident response and troubleshooting for network issues on a 24/7 rotational shift. You will monitor, log, categorize, and manage incidents from detection through resolution, communicating with customers by phone and email.

You will escalate to Level 2 teams as needed, liaise with external providers, and ensure documentation and SLAs are maintained to support continuous service improvement.

Qualifications

• Experience in a Level 1 Service Desk, NOC, Network Operations, Contact Centre, or Technical Support environment.
• Strong understanding of incident management and ticket administration.
• Experience handling customer incidents through telephone and email.
• Excellent verbal and written communication skills.
• Ability to remain calm and professional when dealing with customers during service outages.
• Experience working with SLAs, escalation processes, and priority-based incident management

Responsibilities

• Provide Level 1 incident response and troubleshooting for network-related issues.
• Monitor, identify, log, categorise, prioritise, and manage incidents through to resolution or escalation.
• Perform initial diagnosis and troubleshooting of connectivity, LAN, Wi-Fi, and SD‑WAN issues.
• Administer and maintain incident tickets, ensuring accurate and timely updates.
• Communicate with customers via phone and email to understand issues, provide updates, and manage expectations.
• Follow established incident management processes, procedures, and SLAs.
• Escalate complex or unresolved incidents to Level 2 support teams with appropriate diagnostic information.
• Liaise with external suppliers, carriers, and service providers to investigate and resolve incidents.
• Coordinate with internal technical teams and third‑party vendors throughout the incident lifecycle.
• Maintain clear and accurate incident documentation, troubleshooting notes, and resolution details.
• Identify recurring issues and contribute to problem management and continuous service improvement.
• Ensure incidents are progressed within agreed SLA and response/resolution targets.

Skills

Level 1 support

Ticket administration

Customer support (phone & email)

SLA adherence

NOC/Service Desk experience

Job description

Mandate - German language and 24/7 rotational shift

Job Description:

Key Responsibilities

• Provide Level 1 incident response and troubleshooting for network-related issues.
• Monitor, identify, log, categorise, prioritise, and manage incidents through to resolution or escalation.
• Perform initial diagnosis and troubleshooting of connectivity, LAN, Wi-Fi, and SD‑WAN issues.
• Administer and maintain incident tickets, ensuring accurate and timely updates.
• Communicate with customers via phone and email to understand issues, provide updates, and manage expectations.
• Follow established incident management processes, procedures, and SLAs.
• Escalate complex or unresolved incidents to Level 2 support teams with appropriate diagnostic information.
• Liaise with external suppliers, carriers, and service providers to investigate and resolve incidents.
• Coordinate with internal technical teams and third‑party vendors throughout the incident lifecycle.
• Maintain clear and accurate incident documentation, troubleshooting notes, and resolution details.
• Identify recurring issues and contribute to problem management and continuous service improvement.
• Ensure incidents are progressed within agreed SLA and response/resolution targets.

Required Skills & Experience

Incident & Customer Support

• Experience in a Level 1 Service Desk, NOC, Network Operations, Contact Centre, or Technical Support environment.
• Strong understanding of incident management and ticket administration.
• Experience handling customer incidents through telephone and email.
• Excellent verbal and written communication skills.
• Ability to remain calm and professional when dealing with customers during service outages.
• Experience working with SLAs, escalation processes, and priority‑based incident management.

Network Technologies

Working knowledge of one or more of the following technologies is required:

• Juniper Mist Wireless LAN (mWIFI)
• Cisco Meraki Wireless LAN (mWIFI)

Candidates should be comfortable performing initial troubleshooting and diagnostics across these technologies and identifying when an incident needs to be escalated to Level 2.