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.

L1 Support engineer - Krakow - Poland - Hybrid

Strategicsiq