Service Engineer

BICS is connecting the world by creating reliable and secure mobile experiences anytime, anywhere. We are a leading international communications enabler, one of the key global voice carriers and the leading provider of mobile data services worldwide.
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.

After the intake and firstanalysis by our Customer Care team, you will ensure further trouble tickettreatment and repair activities within our global portfolio of products.
You will be in contact with ourcustomers, proactively and reactively, ensuring that our products and servicesmeet their expectations and that our repair work addresses any issue they mightencounter. 
You will have the opportunity towork in an international environment and be in touch with the top IT andTelecommunication companies in the world.

Tasksdescription:

• Support and customer complainthandling (B2B environment) main focus on Enterprise support
• Propose and introduce networkand telecom traffic solutions.
• On-line monitoring of theservice performance, measuring the quality of our products and takingcorrective actions both proactively and reactively.
• Identify possible areas ofnetwork and process improvements and propose solutions
• Work closely with customers andinternal resources to effectively manage customer expectations andsatisfaction.
  

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.

What’s in it for you?

• International environment. You will be part of an international diverse team and you will have the opportunity to make a global impact.
• Great company culture. You will be working in a dynamic working environment, driven by 3 core values: Think Forward, Strive for Leadership, and Achieve Together. We look after the well-being of our employees and organize internal events such as happy hours, sports and relaxation activities, parties, etc.
• Career development. From development plans, to trainings and internal mobility, we are committed to ensuring you have the knowledge, skills, and opportunities to maximize your potential.
• Benefits . We offer an attractive salary package including:
• A competitive base salary and short-term incentives
• Comprehensive insurances including hospitalization insurance, outpatient care insurance, life insurance, disability insurance and travel insurance, fully funded by BICS
• Reimbursement of public transport or parking costs
• A telco pack at home including internet allowance and a mobile phone
• Many other benefits such as 22 vacation days, homeworking possibilities, …

Get a flavour of our company culture by looking at our diversity video :