HSBC Group

Business: CTO Infrastructure

Open Positions: 1

Recruiter Name: Lampson P LIANG

Location: GZ

Why join us?

As part of our fast growing business we are looking for the Network Support Engineer to join the CTO Connectivity(CONN) (former Telecoms Service) Department and our global Team.

CONN provides the solutions and services that enable HSBC staff and systems to operate and communicate on a daily basis. The NSE 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 (Follow The Sun support model). 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.

The Opportunity:

To manage IT services in line with agreed service levels 24 hours a day x 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 L1/L2 line support of HSBC Telecommunication equipment and services(route/switch, firewall, F5, DNS, VPN etc), perform scheduled tasks, investigate exceptions, and support the implementation of changes using the banks systems management and operational tools. Liaise and coordinate with support teams, external 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
• 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

• Troubleshooting, diagnosing, monitoring and resolving end customer issues and system problem software and other network and system problems.
• 5+ years’ experience at Network production support or operations, 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/L2 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

What additional skills will be good to have?

• 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
• Cisco cert – CCNA or higher
• Basic knowledge about scripting or programing using such as Python, Perl.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6&searchTerm=IJP

You’ll achieve more at HSBC 

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Software Development (GuangDong) Limited***