Service Engineer

at  BICS

Our solutions are essential for supporting the modern lifestyle of today’s device-hungry consumer – from global mobile connectivity, seamless roaming experiences, fraud prevention and authentication, to global messaging and the Internet of Things.
Headquarters in Brussels with a strong presence in Africa, Americas, Asia, Europe, and Middle East. We have regional offices in Madrid, Dubai, and Singapore, a satellite office in Beijing and local representation in Bern, New Jersey, Miami, Montevideo, and Toronto.
Pioneering into the future of Next Generation communications. We have achieved a series of World’s Firsts successes with the launch of the first LTE Roaming relation or the first VoLTE International call between Europe and Asia, to name a few.
With a diverse and multicultural team of about 600 employees, we continuously strive to provide customers with the highest level of quality, reliability and interoperability, enabling them to maximize their end-user value.
Task Description
After the intake and first analysis by our Customer Care team, you will ensure further trouble ticket treatment and repair activities within our global portfolio of products.
You will be in contact with our customers, proactively and reactively, ensuring that our products and services meet their expectations and that our repair work addresses any issue they might encounter.
You will have the opportunity to work in an international environment and be in touch with the top IT and Telecommunication companies in the world.

• Support and customer complaint handling (B2B environment) main focus on Enterprise support
• Propose and introduce network and telecom traffic solutions.
• On-line monitoring of the service performance, measuring the quality of our products and taking corrective actions both proactively and reactively.
• Identify possible areas of network and process improvements and propose solutions
• Work closely with customers and internal resources to effectively manage customer expectations and satisfaction.
  Your Profile

To be successful, we are looking for the following profile:

• You possess a thirst for knowledge and thrive on solving technical challenges.
• Collaboration is second nature to you, as you enjoy sharing your expertise with others.
• Customer satisfaction is at the forefront of your priorities, and you excel in navigating stressful situations with poise.
• Flexibility is key in your role, as you’re prepared to work occasional weekends and participate in on-call duties.
• Juggling multiple tasks and setting priorities come naturally to you, aided by your strong communication skills.
• Proficiency in English is essential for seamless communication with customers and colleagues, while fluency in Arabic is highly regarded.
• Experience with protocols such as MAP/SIP/Diameter/SMPP/API is a definite advantage, as is familiarity with GSM network infrastructure and QoS KPI Management. Your comprehensive understanding of IP networks and their topology further enhances your capabilities, with prior exposure to enterprise support work considered beneficial.