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(ITID Telco) Network Support Engineer

HSBC Service Delivery (Polska) Sp. z o.o.About the company

  • Kapelanka 42a, Kraków
    Kraków, Lesser Poland
  • Offer expired 25 days ago
  • Remote recruitment
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a


Technologies we use


  • SBC Oracle

  • Session Initiation Protocol

  • MGCP

  • Media Gateway Control Protocol

  • SIP


  • ITIL

  • Genesys

  • Cisco

  • Verint

  • LANe Fax

About the project

As part of our fast growing business we are looking for the Network Support Engineer (SBC Oracle) to join the ITID Telecommunication Services (TS) Department and our global Team.

TS provides the solutions and services that enable HSBC staff and systems to operate and communicate on a daily basis. The Network Support Engineer role itself is focused on End User Support Administration. Network Support Engineer 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

  • Patch management

  • Identify problems

  • 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

  • Troubleshooting, diagnosing, monitoring and resolving end customer issues on Oracle SBC (Session Border Controller) and system problem software and other network

  • 3 - 4 Years of University education post High school (B.Sc. or Diploma)

  • 5 to 6 years of experience in supporting Oracle SBCs

  • Address and coordinate escalations with Oracle and L3 support

  • Excellent understanding and troubleshooting experience of SIP (Session Initiation Protocol), MGCP (Media Gateway Control Protocol) protocols and appropriate technologies

  • Hands on experience in routing/switching, IP addressing/sub netting, and network traffic analysis

  • Basic understanding of L1 support and ability to act as an SME

  • Should be aware of ITIL's Incident, Change and Problem management activities

  • Interpersonal skills – demonstrate good judgement, assertiveness, good level of communication, fast learning and can do attitude

  • Respectful of different cultures, working with colleagues from across all the globe

  • Excellent English language speaking and written skills are essential


  • Possess industry certification would be a big benefit

  • Experience in supporting Telecoms Contact Centre environment such platforms as Genesys, Cisco, Verint and LANe Fax

  • Experience of working in the Agile environment

  • History of working in a large, global financial or IT organization

  • ITIL version 3 or later

What we offer

  • Career path within a global organization

  • Private health care, employees’ benefits

  • Flexible working pattern, including home working

  • Commutable office location – Kapelanka street

  • Extensive opportunities for training and self-development

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages

Phone interview


Online assessment


Zoom interview


Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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