Specialist Service Desk Engineer

Job Description

Areas of responsibility
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
Liaise with commercial whenever is needed to meet customer request.

Qualifications
Bachelors or Masters 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
Good written and spoken English
Minimum three year of experiences in Telecom Industry
Minimum of three-year VAS provisioning experience.
Excellent written and spoken English knowledge of another language is an asset.

Required competencies:
Proficiency with Microsoft Office Suite
Very punctual and accurate
Strong personal organisation
Ability to learn understand and apply new technologies and procedures.

Additional Requirement
Working Hours & Flexibility
Willing and able to work on a shift rotation schedule including early shifts on weekdays and occasional weekend coverage based on business and operational requirements.
Demonstrates flexibility in adapting to varying work schedules to support 24x7 service operations.
Able to provide support during public holidays or outside standard business hours when required.

The Package:

• Attractive Salary.
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.