HCL’s global delivery center in Krakow was established in 2007. It works with several Fortune 500 firms, primarily offering multilingual global technical support. Today, we assist more than 65 customers in 25 different languages and are present in Krakow and Wroclaw.
HCL Technologies helps global enterprises reimagine their businesses for the digital age. Through innovative technology solutions built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, we solve complex business problems for our clients. We are a ‘next-generation’ technology firm, driven by a unique Mode 1-2-3 strategy that not only acts as our roadmap for the future, but also a powerful model for any enterprise looking to thrive in this age of disruption.
HCL operates out of 45 countries with over 149,000+ ideapreneurs from 140 nationalities and has consolidated revenues of USD 9.7 billion, for 12 Months ended 31st Dec 2019.
You will be responsible for:
- Handling tickets / Incidents via Service Now platform;
- Lead technical incident calls as a SME;
- Troubleshooting and providing break fix support to technical issues;
- Perform root cause analysis of raised issues;
- Defining process improvements and ensuring that the processes are adhered to;
- Take shared ownership of resolving issues in a SLA driven environment;
- Mentoring / training team members as a SME;
- Testing and auditing as required from time to time;
- Improves and maintains customer and employee satisfaction;
- Work as part of a Follow the Sun support global support model.
You will be a good member of our team if you have:
- min 2+ years of Network Engineer experience supporting global network infrastructures;
- experience in working as part of a global support (follow the sun) model;
- Cisco CCNA and other industry standard networking certifications (CCNA, ITIL v4);
- strong foundational level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services;
- professional level knowledge of troubleshooting, implementing, optimizing and testing of static and dynamic routing protocols such as EIGRP, OSPF, BGP and ability to interpret and resolve complex route table problems;
- multi-year experience being hands-on with (Cisco ASR, ISR and Catalyst product families, Cisco Meraki Devices MS and MX Series, Cisco Nexus 9K/7K/5K/2K (NXOS) Series of switches, Wireless LAN technologies – Cisco and Aruba, F5 Load balancers, Cisco SD-WAN);
- willingness to work from Kraków.
We offer:
- the opportunity to be exposed across the full breadth of technologies, working to resolve issues with ISP’s, leading networking market vendors and the chance to work on the very latest technologies such as SD-WAN, Nexus, Firepower, F5;
- the opportunity to provide support for one of the most recognizable company;
- real impact on building a new team;
- life insurance;
- private healthcare (for you and your family);
- multiSport Card (for you and your family);
- EAP (Employee Assistance Program);
- the multikafeteria platform;
- subsidy to language courses and holidays.
