About the project

• As part of our fast-growing business, we are looking for the Junior Telecommunications Support Engineer (TSE) to join the CTO Connectivity (CONN) Department and our global Team.
• TS provides the solutions and services that enable HSBC staff and systems to operate and communicate daily. The TSE role itself is focused on End User Support Administration. TSE will manage IT services in line with agreed service levels 24/7 and 365 days a year. Recover IT systems, and services in accordance with agreed business/IT service levels in conjunction with technical support teams and in line with incident management processes. Provide second line support of HSBC Telecommunication equipment and services, perform scheduled tasks, and support the implementation of changes using the banks systems management and operational tools. Liaise and coordinate with the internal support teams, vendors, internal customers and line management to ensure continuous service delivery and appropriate escalation of incidents.

Your responsibilities

• Troubleshoot and diagnose technical issues to restore failed IT Service
• Resolve Incidents within the specified Service Level
• Work with the Incident Management team to escalate problems, and lead technical operational recovery
• Verify resolution with end-users and resolve assigned Incidents
• Monitor capacity, performance and availability using monitoring tools
• Interact with third party vendors
• Create, submit knowledge articles and provide training to L1
• Identify, monitor, drive and track continual service improvements
• Willing to work shifts

Our requirements

• Good technical aptitude and experience in troubleshooting, diagnosing, monitoring, resolving end customer technical issues and system problem software
• General understanding and supporting Telecoms Contact Centre such as Genesys on prem or Genesys Cloud, Voice Bio, IVR (Interactive voice response)
• Good troubleshooting experience in Genesys infrastructure or other contact center environment or willing to learn
• Associated technology areas such as data networking, carrier networks and ability to learn and support
• Understanding of SIP (Session Initiation Protocol)
• Interpersonal skills – demonstrate good judgement, assertiveness, good level of communication, fast learning and can-do attitude
• Nice to have: industry certification would be a big benefit, understanding of Session Border Controller (SBC) Management and the other Contact Centre technologies e.g. Cisco, NICE, Avaya, Aspect, Splunk, Thousand eyes, Zscaler ZDX

Technologies we use

What we offer

• Competitive salary.

• Annual performance-based bonus.

• Additional bonuses for recognition awards.

• Multisport card.

• Private medical care.

• Life insurance.

• One-time reimbursement of home office set-up (up to 800 PLN).

• Corporate parties & events.

• CSR initiatives.

• Nursery discounts.

• Financial support with trainings and education.

• Social fund.

• Flexible working hours.

• Free parking.