Application Support Engineer

Objective and Purpose

The Application Support Engineer will work within our Service & Operations Department supporting our Application & Customer Care Teams solving escalated complex issues including Clinical and Medicalcommunications systems whilst providing excellent customer service.

The Application Support Engineer will be at the forefront of investigating maintaining correcting and improving established systems at various levels working with our local and global support teams. You will maintain our customers needs and provide technical expertise by performing handson configuration onsite and remotely during installation commissioning and post customer handover.

As a key member of the Service & Operations Teams you will use various technologies and languages (such as HTML SQL XML and TSQL) to maintain software that maximises user experience and will work alongside engineers and product specialists to investigate and resolve any complex issues affecting functionality.To be considered for this role you must be flexible to work from Ascoms UK Office based in Lichfield as well as from Home or the Customer Site as required.

Key Tasks and Responsibilities

• Deliver activities as part of Ascom Service & Operations Team incl. analysis of requirements design installation commissioning and support post handover of the customer solutions.
• Configure and implement optimal software solutions with regards to functionality reliability performance implementation time and production of the product.
• Understand customer and stakeholder requirements and how they translate into their software features.
• Collaborate with global development and support teams as well as product managers to manage software solutions.
• Use a range of languages including such as HTML SQL XML and TSQL
• Work closely with Engineering Experts and Product Specialists to troubleshoot debug upgrade and resolve any complex software issues.
• Write maintain and update technical documentation.
• Receive and immediately manage customer feedback and complaints professionally to minimise the impact on customers and ensure a highquality resolution of issues.
• Strictly follow Ascom process guidelines for Service Management documentation.
• Collaborate and support crossfunctionally and contribute to increased team performance within Ascom.
• Travel domestically and internationally as required.
• Application Support Engineer shall be part of Ascoms Out of Hours Support Rota

Qualifications and Work Experience

• Proven Experience working with clinical and medical communications systems (including ability of fault finding).
• Proven experience in a similar position (software/application engineering or development)
• Proven experience of using SQL and TSQL to interreact with relational databases
• Knowledge and experience with multiple frontend languages and libraries (HTML CSS XML)
• Experience with server hardware and/or Microsoft Windows Server operating systems
• Experience in technical / ITrelated troubleshooting
• Knowledge of medical device regulations & Integrations (advantageous)
• Proven Experience working with network infrastructure
• Proven Knowledge or Certification within ITIL (advantageous)