Praca: Cisco Voice – L1 Incident Management Engineer

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 150,000+ ‘Ideapreneurs’ working in 46 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000. HCL generated consolidated revenues of USD 9.94 billion for 12 Months Ended 31st March, 2020.

We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, to help enterprises reimagine their businesses for the digital age.


Due to our growing business needs we are looking for:

Cisco Voice – L1 Incident Management Engineer
Miejsce pracy: Wrocław

Daily Activities:

  • Monitor alarms and incident cases
  • Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed
  • Track incident to ensure continuity across shifts
  • Coordinate communication bridges during major outages
  • Participate in Operational processes (Daily Ops, Change Control, Incident management, request for service, etc)
  • Adhere to defined SLAs
  • Handle tickets / requests
  • Troubleshoot technical issues
  • Ensure that defined processes are adhered to
  • Report regularly concerning key counters and measures of the voice network through health checks

Technical Requirements:

  • Bachelors degree in IT or related field is preferred
  • 1-2 Years in Cisco Voice
  • Good understanding of switching – VLAN, Voice VLAN, VTP, STP, PoE, Ether channel,
  • Good understanding of Routing Protocols
  • Good troubleshooting experience in handling Cisco IP telephony Network Infrastructure.
  • Good understanding of the following Cisco Unified Communication Products:
  • CUCM 9.x, 10.x, 11.x, 12.x
  • CUC 9.x, 10.x, 11.x, 12.x
  • IM&P 9.x, 10.x, 11.x, 12.x
  • Cisco Unified Communication Express & Cisco Unity express
  • Cisco Voice Gateways (ISR Routers and Analog gateways)
  • Trunks, E1/ T1(CAS,CCS), FXS /FXO etc.,
  • Gateway protocols: H323, SIP, MGCP, SCCP
  • Good ITIL Knowledge – Incident, Change & Configuration Management

Certification requirements:

  • CCNA Voice (Mandatory)
  • CCNP Voice papers (Preferred)
  • ITIL Foundation (Preferred)

Soft Skills:

  • German language on B2 level
  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills
  • Good working knowledge of MS OFFICE (Including MS Project and Visio)
  • Great customer handling skills

We offer:

  • Life insurance
  • Private healthcare
  • MultiSport Card
  • Clear career path in a growing multinational organization
We thank all interested candidates for their applications. We reserve the right to contact only selected candidates. Only those applications that include the candidates consent to process personal data will be considered.

Please use the sentence below:

I hereby give consent for my personal data included in the application to be processed for the purposes of the recruitment process in accordance with Art. 6 paragraph 1 letter a of the Regulation of the European Parliament and of the Council (EU) 2016/679 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)

I hereby give consent for my personal data included in the application to be processed by HCL Poland Sp. z o. o. for the purposes of future recruitment processes.