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.