Service Desk Engineer – Fraud Prevention, Telecom Support

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

📋 Description

• Deliver Level 1 network support for voice and mobile services around the clock.

• Coordinate reactive repair activities with customers, suppliers, and third parties on a global scale.

• Track and analyze fraud incidents generated by internal tools, including fraud detection and QoS systems.

• Determine root causes and decide on appropriate resolution strategies.

• Define and execute enhancements in fraud prevention services provided to BICS customers.

• Liaise with customers and suppliers to ensure complaint resolution while adhering to service level agreements (SLAs).

• Collaborate with telecom operators and technology providers to maintain the quality, reliability, performance, and security of international communications.

• Mentor and learn from colleagues through an agile end-to-end development approach.

⛳️ Requirements

• Bachelor’s or Master’s degree in Computer Science, IT, Telecom, or a related field.

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

• Understanding of GSM network structure.

• Familiarity with signalling in GSM networks.

• Knowledge of the MTP, ISUP/SIP, SCCP, and TCAP protocol stack.

• Comprehension of voice call/SMS flow and the operational principles of IP networks.

• Experience in the fraud prevention domain and wholesale telecom business is a plus.

• Proficient with signalling protocol monitoring tools, protocol analysers, and trace analysis.

• Familiarity with Network KPIs and the analysis of statistics and reports.

• Proficient in written and spoken English.

• Willingness to travel internationally as needed.

• Team-oriented individual who takes initiative and shows responsibility in organizing work and solving tasks.

• Eagerness to learn new innovative technologies.

• Successful completion of a background check for final candidates.

🏝️ Benefits

• Opportunities for professional development.

• Engagement in meaningful projects.

• An open and inclusive company culture.

• Excellent work-life balance.

• Flexible hybrid work model.

• Chance to shape the future of a rapidly evolving and significant sector.

• Emphasis on curiosity and continuous learning.

• Commitment to diversity, equity, and inclusion.