Second Line Support Engineer
Second Line Support Engineer
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
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 care homes we partner with.
We are currently looking for an experienced Second Line Support Engineer to join our Global Service team.
In this role you will provide expert support services for Ascom products and solutionsboth remotely and onsite. Youll handle and resolve escalated service requests collaborate with internal teams and ensure excellent customer service delivery. With a focus on troubleshooting system optimization and continuous improvement this role plays a vital part in maintaining operational excellence across Ascoms technology ecosystem.
Your contributions:
- Resolve complex incidents escalated from firstline support by applying deep technical knowledge of Ascom systems.
- Investigate troubleshoot and document service issues using tools like JIRA.
- Interface directly with customers and internal stakeholders to identify needs and propose solutions.
- Ensure highquality technical testing and customer satisfaction postresolution.
- Escalate unresolved issues to thirdline support as per standard processes.
- Guide and coach 1stline support staff to strengthen team capability.
- Drive continuous improvement of service processes and contribute to performance tracking and KPIs.
- Participate in rotational afterhours and weekend support coverage.
The ideal candidate:
- Midlevel technical education or Bachelors in Electronics ICT Software Engineering or a similar field.
- 5 years experience in system engineering ideally in IT telecommunications or healthcare environments.
- Expert in Microsoft Windows Server and enterprise networks (Routing Switching Wireless TCP/IP).
- Proficiency in SQL load balancers API data integrations virtualization and server application troubleshooting.
- Strong knowledge of Ascoms product portfolio and technical integrations.
- Skilled in customer service technical consulting coaching and prioritization.
- ITIL certification and experience working in servicebased models.
- Quick learner adaptable and capable of working in highpressure situations.
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.
Employment Type
Full Time
