System Engineer

Liberate the World From Traditional Communication Systems!

Founded in 2004, Bicom Systems has grown into a global communications company with team members and customers around the world. We create reliable, easy-to-use tools that help businesses stay connected - through calling, messaging, and modern collaboration solutions. Our products are used in thousands of workplaces every day, supporting millions of people as they communicate and work together. What sets us apart is the strong partnerships we build and the supportive global ecosystem behind everything we do.

At Bicom Systems, we believe results come from teams that take ownership, act with trust, and are accountable for their work. We invest in professional growth, encourage thoughtful decision-making, and support a healthy work-life balance.

Your day looks like this:

• You provide high-quality technical support to Bicom Systems customers via e-mail and live chat, maintaining a professional and customer-focused approach;
• Utilize internal knowledge bases and external resources to deliver precise and effective technical solutions;
• Investigate, diagnose, and resolve software and hardware issues, including account setup and network configuration;
• Ensure smooth and reliable implementation of solutions in production environments;
• Perform remote installations and configurations on customer hardware;
• Continuously document and improve technical knowledge through clear notes, guides, and manuals;
• Work in a fast-paced, technology-driven environment with opportunities to solve diverse and challenging issues;
• Gain hands-on experience with real-world deployments and advanced telecom systems;
• Be part of a collaborative team that values knowledge sharing and continuous improvement;
• Take advantage of opportunities to solve diverse, challenging issues by staying up-to-date with modern system engineering practices.

Requirements:

• Proficiency in spoken and written English, with the ability to communicate clearly and professionally;
• Understanding of Linux operating systems and IP networking concepts;
• Familiarity with virtualization platforms and concepts;
• Strong problem-solving skills with a proactive and analytical approach;
• Excellent communication skills, with the ability to guide customers through step-by-step technical solutions, both in writing and verbally;
• Strong sense of empathy and customer awareness, with the ability to understand user concerns, remain patient, and provide supportive, solution-oriented guidance in challenging situations.

This is how you stand out:

• Bachelor's degree in IT;
• Relevant certifications such as Linux, Cisco (e.g., CCNA), or similar industry-recognized credentials;
• Solid understanding of Voice over IP (VoIP) technologies, protocols, and troubleshooting practices;
• Hands-on experience with PBX systems or telecom platforms, preferably in real-world environments;
• Familiarity with SIP, RTP, and general VoIP protocols and call flow analysis;
• Experience with network troubleshooting tools (e.g., packet capture analysis, latency/jitter diagnostics);
• Experience working in customer-facing technical roles, with a strong focus on service quality and responsiveness;
• Ability to quickly learn new technologies and adapt in a pise fast-paced, shift-based support environment;
• Proactive use of AI-powered tools (such as Claude and similar platforms) to enhance troubleshooting, accelerate root cause analysis, and improve the efficiency and accuracy of technical support workflows.

Location: Tuzla

This position operates in a shift-based schedule, ensuring continuous support coverage and offering flexibility in working hours.

Find out more about us on Facebook, LinkedIn, and www.bicomsystems.com/careers. We look forward to hearing from you!