Overview
Job Description Tieto Tech Consulting is looking for a highly skilled and motivated Telco Service Engineer to join a project within a Telecom Team for our client BICS.
Join the team of our customer BICS – a global telecommunication enabler with a physical network stretching through the globe! Grow your expertise through interacting with A-level mobile carriers from all over the world. Get your hands on the vast network with on land, underwater, and space points of presence. Join our decade-long partnership with BICS to ensure confidence in your future and long-term growth! Tieto-BICS team has been growing since 2010… and we are looking forward to grow with you!
Develop your telecom expertise in the diverse portfolio of BICS products, including Voice, Cloud, Signaling, LTE, IoT, etc.
Enjoy unmatched growth opportunities with BICS vast network and customers around the world.
Tieto - BICS team has been growing since 2010… and we are looking forward to growing with you!
Role Purpose
The Service Engineers drive the resolution of the majority of cases within their assigned services scope independently. They keep an open mind towards their own functioning and the way of working of the organisation and contribute towards continuously improving the ability of BICS to deliver on customer experience promises. As a customer facing role, they are jointly accountable for the customer experience and reaching the service level agreements. Self-confident and self-motivated, they do not hesitate to ask for help or seek additional training.
Responsibilities
* Has solid understanding of the end-to-end services in their scope and is able to handle majority of issues independently thanks to established process and experience gather on the job or through training. Can identify when following process will not yield the desired outcome for the customer. Seeks help where necessary, but leverages own skillset first.
* Interact with vendors or suppliers, primarily related to the handling of incidents or projects where BICS procures part of the end-to-end service from a third party.
* Actively identifies opportunities to enhance the effectiveness of processes and tools used as part of the daily activities.
* Shares such improvement points with the team for follow-up.
* Drives resolution of pro-active service alarms or customer complaints & inquiries in line with customer Experience and KPI targets.
* Engages with internal stakeholders to resolve cases, finding the right contact and follows up until final resolution.
* Work across the international customer base of BICS
Qualifications
* Bachelor / Master degree in IT or equivalent work experience
* Minimum experience: 3-5 years
* Experience in the telco world is an added value ( for example SIP, SMPP, Cloud, Signalling)
* Experience with high demanding Enterprise customers ( IOT oriented is a surplus)
* Language skills: English (fluent), knowledge of Spanish is an added value
Additional Information
At Tieto, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.
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