Service Desk Engineer

Role Review

We are looking for a Telecom Service Desk Engineer to provide L1 support for global telecom services like voice, signaling, SMS, and roaming. This is a network-focused role supporting the core operations of mobile telecom.

Experience with MNOs or MVNOs and a solid grasp of mobile network architecture and signaling is ideal. You'll handle faults, monitor fraud events, and work closely with global customers and suppliers.

Key Responsibilities:

• Provide L1 network support activities for voice and mobile services 24x7.

• Ensure re-active repair activities with customers, suppliers and third parties worldwide.

• Monitor and investigate fraud events generated by the relevant internal tools (fraud detection systems, QoS tools and other tools) to identify the root cause and take decisions and resolution measures.

• Define and implement improvements in the Fraud prevention services delivered to BICS’ customers.

• Communicate with customers, suppliers in order to guarantee customer complaints resolution with SLA respect.

Required Qualifications & Experience:

• Bachelor’s or Master’s degree in Computer Science, IT, Telecom or equivalent.

• 1+ year of experience in the operation of mobile or fixed networks as an engineer.

• Knowledge of GSM NW structure, Signalling in GSM networks, MTP, ISUP/SIP, SCCP, TCAP protocol stack, voice call/SMS/ flow, working principles of IP networks.

• Knowledge of the fraud prevention domain and the wholesale telecom business will be an asset.

• Experience with signalling protocol monitoring tools, protocol analysers, trace analysis.

• Knowledge of Network KPIs, analysis of statistics and reports.

• Strong communication skills in English, both spoken and written.

• Comfortable working in rotational shifts (24x7).

The Package:

• Attractive Salary.
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Menara TA One.