L1 Support engineer - Krakow - Poland - Hybrid

We are seeking an experienced L1 Support Engineer to join our Global Network Operations function. This role is responsible for providing first-line operational support across telecommunications and data infrastructure services, ensuring stability, responsiveness, and service continuity across multiple regions.

Role Overview

As part of a globally distributed operations team, you will take ownership of monitoring, incident handling, and service restoration activities. You will play a critical role in maintaining infrastructure performance, coordinating with internal engineering teams and external service providers, and ensuring issues are managed in line with agreed service levels.

Key Responsibilities

• Deliver first-line support for telecommunications and network infrastructure incidents on a global scale.

• Monitor enterprise infrastructure using operational monitoring tools and respond proactively to service degradation or outages.

• Accurately log, categorise, and prioritise incidents in accordance with established service management processes.

• Perform initial troubleshooting and diagnostics to resolve issues or determine appropriate escalation paths.

• Coordinate with second- and third-line engineering teams to ensure efficient resolution and effective handover of information.

• Engage with third-party vendors and service providers to manage fault resolution and ensure contractual service obligations are met.

• Support data centre-related incidents and infrastructure recovery activities in collaboration with technical teams.

• Contribute to reducing recurring incidents by identifying patterns and supporting corrective actions.

• Maintain compliance with global operational standards and ITIL-aligned practices.

• Provide input into service optimisation and continuous improvement initiatives.

Skills and Experience

• Proven experience within a Network Operations Centre, telecommunications support, or enterprise infrastructure support environment.

• Strong understanding of telecoms infrastructure, networking principles, protocols, and common topologies.

• Experience working within structured service management frameworks such as ITIL.

• Ability to operate effectively within a global, multi-vendor environment.

• Strong analytical and troubleshooting skills with a structured and methodical approach.

• Clear and professional communication skills with the ability to collaborate across teams.

What We Offer

• Career progression opportunities within a global organisation.

• Flexible and hybrid working arrangements.

• Access to ongoing training and professional development programmes.