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Are you ready to kick start your career in Tech?
HSBC Technology Poland (HTP) supports HSBC with developing and managing its technology systems and
infrastructure, provides comprehensive design, analysis, engineering, and IT support to the Banks’s global businesses and functions. HTP works across a wide range of technology platforms, using the latest digital tools and methodologies to make the customers banking experience simpler, better, faster, and more secure. HTP
is HSBC’s centre for excellence in Cybersecurity, Big Data, and Cloud.
We are currently offering a unique opportunity to join 2-year Graduate Programme, through which you can access various training programs and workshops tailored to your interests and career goals. Our dedicated mentors will guide you, provide valuable feedback and support your professional development every step of the way.
Your career opportunity
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.
What you’ll do:
- 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
What you need to have to succeed in this role:
- 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
- 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
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
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)
- Job Interviews with the hiring manager
We are looking to hire as soon as possible so don’t wait and apply now!
You'll achieve more when you join HSBC.
We thank all interested candidates for their applications. We reserve the right to contact only selected candidates.
In case you would like to resign from participation in recruitment process or withdraw previously sent to us application, please email us at: krakow.recruitment@hsbc.com