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

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Your career opportunity

As part of our fast-growing business, we are looking for a Telecommunications Support Engineer (TSE) to join the IWPB (International Wealth and Personal Banking) Department and our global Team. IWPB provides the solutions and services that enable HSBC staff and systems to operate and communicate daily. This role is focused on end-user support administration and production support for contact centre equipment and services, ensuring services are recovered and maintained to agreed service levels across a 24/7 follow-the-sun operating model. The TSE will manage IT services in line with agreed service levels and HSBC standards.

What you’ll do

• 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 processes and coordinate technical operational recovery
• Perform scheduled production support tasks using the bank’s systems management and operational tools
• Monitor capacity, performance and availability using monitoring tools
• Liaise with internal support teams, vendors, internal customers and line management to ensure continuous service delivery
• Create and submit knowledge articles and provide training to junior colleagues and end users
• Identify problems and track continual service improvements

What you need to have to succeed in this role

• Demonstrate hands-on experience in troubleshooting, diagnosing, monitoring, and resolving end-customer issues.
• Show a strong understanding of, and troubleshooting experience with, Genesys Cloud, Genesys Engage, SIP Server, Oracle SBC, and Oracle Enterprise Manager.Apply a general understanding of other cloud-based contact centre platforms
• Bring experience of associated technology areas such as data networking and carrier networks with the ability to learn and support
• Manage multiple technical priorities and deliver against service levels
• Coordinate escalations effectively with vendors, L3 support teams and end users
• Have 6 to 7 years of experience supporting contact centre infrastructure and willingness to learn
• Apply knowledge of ITIL incident, change and problem management activities and best practices
• Communicate clearly in English with strong written and spoken skills and work effectively as part of a global team
• Willingness to work shifts is required

Nice to have

• Possessing an industry certification would be a big benefit.
• Experience supporting telecoms contact centre environment, including platforms such as Cisco, IVR (Interactive Voice Response), diallers, Nuance, Splunk and SBC (Session Border Controller).
• Experience working in the Agile environment
• A history of working in a large, global financial or IT organization
• ITIL version 3 or later

What we offer

The pay range for this role is 18359 PLN - 27542 PLN monthly, gross.

Variable pay is discretionary, but influenced by Group performance, business/function performance and individual performance.

We offer a comprehensive and competitive package of benefits covering healthcare, family friendly leaves, pension and life assurance, as well as many other benefits to support your wellbeing.

• Additional bonuses for recognition awards
• Multisport card
• Private medical care
• Life insurance
• One-time reimbursement of home office set-up (up to 800 PLN).
• Employee assistance program
• Additional contributions to PPK scheme
• Corporate parties & events
• CSR initiatives
• Nursery discounts
• Financial support with trainings and education
• Social fund
• Free parking

If your CV meets our criteria, you should expect the following steps in the recruitment process:

• Online behavioural test (for external candidates only)
• Telephone screen (for external candidates only)
• Interview with the hiring manager

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.
If you have a need that requires accommodations or changes during the recruitment process, please let us know.