The candidate will join one of the largest banking institution in the world.

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
• 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 of experience in supporting Telecoms Contact Centre environment such platforms as Genesys, Cisco, Verint and LANe Fax
• Must have a good troubleshooting experience in Genesys infrastructure
• Experience of associated technology areas such as data networking, carrier networks and ability to learn and support
• Basic understanding of L1 support and ability to act as an SME
• Understanding of SIP protocols
• Understanding of Session Border Controller (SBC) Management
• 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 of LAN Switching/ Load Balancers/ Wireless Networks/ Router & Switches/ Network Monitoring tools
• Experience of working in the Agile environment
• History of working in a large, global financial or IT organization
• ITIL version 3 or later

They offer: 

• Career path within a global organization
• Private health care, employees’ benefits
• Flexible working pattern, including home working
• Extensive opportunities for training and self-development

Note: Prepare your CV in English (PDF), fill in the form, and apply! 
Please include in your CV the following clause necessary for the recruitment process:

“I agree to the processing of personal data that I have made available voluntarily in the recruitment process by the Administrator of personal data, i.e. Dotcommunity Spółka z ograniczoną odpowiedzialnością [Ltd.] based in Cracow, 15 Żabiniec Street, 31-215 Cracow, registered in Poland, the Cracow’s District Court – Śródmieście, XI Commercial Division of the National Court Register under number 0000468484, VAT number: 9452174499, (“Dotcommunity”) in order to carry out the recruitment process for the Telecommunication Support Engineer position on the basis of Art.6 item 1a of 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 (General Data Protection Regulation)”