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(ITID Telecommunication Services) Network Support Engineer

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

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

Kapelanka 42


(ITID Telecommunication Services)
Network Support Engineer


As part of our fast growing business we are looking for the Network Support Engineer 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 CSE role itself is focused on End User Support Administration. 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.


  • 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
  • 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

Skills / Experience

  • Troubleshooting, diagnosing, monitoring and resolving end customer issues and system problem software and other network and system problems
  • 3-4 Years of University education post High school (B.Sc. or Diploma)
  • 5 to 6 years’ experience at NOC Telecoms environment, ability to learn and support various telecoms areas like contact Centre monitoring and support, Data Network Monitoring and support and associated technologies
  • Must have a good troubleshooting experience
  • Switch services between sites or to run from single site using F5 GTM/LTM, during incident or change activity
  • Assist service recovery by taking servers out of service or introducing them into service using F5 tool or associated scripts
  • Hands on Experience on LAN Switching/ Load Balancers/ Wireless Networks/ Router/ Switches/ Network Monitoring tools
  • Solid understanding of WAN & LAN technologies
  • 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

Beneficial but not essential

  • Possess industry certification would be a big benefit
  • General understanding 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

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

To apply for this position please send your curriculum vitae in English including reference number, using "Apply now" button below.

You'll achieve more when you join HSBC.
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group.  As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.  If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

We thank all interested candidates for their applications. We reserve the right to contact only selected candidates.
Applications sent to us will be taken into consideration only if they include the following statement:

I hereby declare that I have familiarized myself with the Privacy Statement for Applicants published at http://www.about.hsbc.pl/careers and I hereby give consent for personal data included in my application to be processed for the purposes of recruitment in HSBC Service Delivery (Polska) Sp. z o. o. according to rules described in the Privacy Statement for Applicants, as per the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (GDPR).”

In case you would like to resign from participation in recruitment process or withdraw previously sent to us application, please email us at: [email protected]

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