Specialist - Service Desk Engineer

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Benefits offered by this job

Attractive Salary

Performance related bonus

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Job summary

Scicom (MSC) Berhad in Kuala Lumpur seeks a Telecom Network Engineer to provide L1 support for voice and mobile services and proactively monitor fraud events. You will work with customers, suppliers and third parties to ensure timely resolution in a 24x7 environment.

The ideal candidate holds a Bachelor’s or Master’s in CS/IT/Telecom and has at least 3 years in telecom, with knowledge of GSM signalling and IP networks. Strong English skills are required; additional languages are a plus.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, IT, Telecom or equivalent.
• Minimum 3 years in the telecom industry.
• Knowledge of GSM signalling and protocol stacks (MTP, ISUP/SIP, SCCP, TCAP).
• Experience with signalling protocol monitoring tools and trace analysis.
• Good written and spoken English; another language is a plus.

Responsibilities

• Provide L1 network support for voice and mobile services, 24x7.
• Handle reactive repair activities with customers, suppliers and third parties worldwide.
• Monitor and investigate fraud events to identify root causes and resolutions.
• Define and implement improvements in fraud prevention services for customers.
• Communicate with customers and suppliers to ensure SLA-compliant resolution.
• Liaise with commercial to meet customer requests.

Skills

GSM Signalling

Fraud Prevention

Network Monitoring

IP Networks

English Proficiency

Education

Bachelor’s degree in Computer Science, IT, Telecom

Master’s degree in relevant field

Tools

Signalling protocol analysers

Trace analysis tooling

Monitoring tools

Job description

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

• Bachelor’s or Master’s 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.