First Line Technical Support Engineer

Join Ascom where we lead the way in Healthcare ICT and mobile workflow solutions worldwide. With our Swissbased headquarters driving advancements across 19 countries for over 160 years were committed to revolutionizing the healthcare industry with transformative technology. Our systems are operational in over 12000 hospitals globally managing an incredible 800 million alerts annually. At Ascom our dedication translates into tangible impact enriching the experiences of everyone entering the healthcare facilities and carehomes we partner with.

Join our team as a First Line Technical Support Engineerand be the first point of contact for our customers providing fast and efficient remote support by accessing customer systems. Youll focus on delivering rapid troubleshooting and technical assistance backed by strong knowledge of Ascom solutions products and services as well as a solid understanding of the customer environment and endusers needs.

Your Contributions:

• Register and classify received Incidents to immediately act upon; create workarounds to restore a failed/erroneous solution or product service as quickly as possible
• Register classify and process Service Requests
• Notify customers of the status of service calls provide regular followups and promptly report any delays
• Troubleshoot research and collaborate with peers to solve service calls
• Coordinate service requirements of customers ensuring that committed SLAs and response times are met
• Escalate and handover service calls as required to achieve contractual agreement on SLAs and response times
• Escalate service calls to 2nd line support team as mandated by standard processes
• Escalate repeated service calls and request to line management in a timely manner
• Document all work done during an Incident Service Request or other ticket type
• Participate in rotational coverage for afterhours/weekend support coverage
• Participate in the of Preventive Maintenance activities

The Ideal Candidate:

Qualifications & work experience

• Technical education: midlevel (practical education) or Bachelor SW engineering / ICT or equivalent
• Previous experience in a Technical Support position or similar within IT telecommunication or healthcare sector
• ITIL Certification

Skills & Competencies

• Strong customer service communication and negotiation skills
• High skills in troubleshooting technical / ITrelated topics:

• An engineering approach with connotations of precision predictability measurement risk mitigation and professionalism
• SQL troubleshooting proficiency
• Experience in configuring and troubleshooting Windows Server environments
• Fundamental knowledge of Data Security
• Ability to troubleshoot and understand data integrations

Personal Qualities

• Strong drive and commitment
• Curious and selfdriven
• Ability to meet deadlines whilst dealing with several customer requests at the same time
• Structured personality high ability to plan and accurately apply consistent methodology
• Strong team player with high level of interpersonal and communication skills
• Quick learner with affinity towards technical and ITrelated topics Ascoms products and offerings and how they create values for customers

What We Offer You:

• A company you can take pride in.
• Inspiring and collaborative colleagues.
• Abundant opportunities for personal and professional growth.
• The chance to work with cuttingedge technology in the healthcare industry.
• Flexible remote work

Join Us and Make an Impact:

Ascom is an equal opportunity employer committed to fostering diversity equity and inclusion. We welcome applicants of all backgrounds and do not discriminate based on race color religion sex sexual orientation gender identity national origin age marital status veteran status disability or any other protected status. We believe that a diverse workforce strengthens our team drives innovation and enriches our workplace. Join us in creating an inclusive environment where everyone is valued and has equal opportunities to succeed.

Join our team at Ascom and help us realize our vision of enhancing digital information for optimal decisionmaking in the healthcare industry. Together we are making a real difference in the lives of those who benefit from our technology.

To learn more about what we do visit us at: ascom