Service Desk Engineer – Fraud Prevention, Telecom Support

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Deliver L1 network support for voice and mobile services around the clock.

• Conduct reactive repair operations involving customers, suppliers, and third parties globally.

• Monitor and assess fraud incidents utilizing fraud detection systems, QoS tools, and various internal resources.

• Analyze root causes and establish resolution strategies for fraud occurrences.

• Design and implement enhancements in fraud prevention services provided to BICS clients.

• Liaise with customers and suppliers to address complaints in line with service level agreements (SLAs).

• Collaborate with leading telecom operators and technology providers to ensure international communications quality, reliability, performance, and security.

• Engage in an agile end-to-end development process.

• Share knowledge and mentor colleagues.

⛳️ Requirements

• Bachelor's or Master's degree in Computer Science, IT, Telecommunications, or a related field.

• Over 3 years of experience in operating mobile or fixed networks as an engineer.

• Familiarity with GSM network architecture.

• Understanding of signaling in GSM networks.

• Proficiency in MTP, ISUP/SIP, SCCP, and TCAP protocol stacks.

• Insight into voice call/SMS flows and principles of IP networking.

• Knowledge of the fraud prevention sector and wholesale telecom industry is advantageous.

• Experience with signaling protocol monitoring tools, protocol analyzers, and trace analysis.

• Understanding of network KPIs and the ability to analyze statistics and reports.

• Strong written and verbal communication skills in English.

• Willingness to travel internationally as necessary.

• Successful completion of a background check for final candidates.

🏝️ Benefits

• Opportunities for professional growth.

• Engagement in meaningful projects.

• An open and inclusive work culture.

• Excellent work-life balance.

• A flexible hybrid work model.

• A chance to shape the future of a rapidly evolving industry.

• Continuous learning and development through ongoing unlearning and relearning.

• Participation in an agile end-to-end development process with opportunities to learn from and mentor colleagues.