Second Line Support Engineer - based in Lichfield
Second Line Support Engineer - based in Lichfield
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Job Description
Objective and Purpose
The 2nd line support engineer handles and solves requests for support escalated from the 1st level and perform expert support services for Ascom products and solutions remotely and/or onsite. He/she performs in various activities to investigate maintain correct and improve established systems at various levels of expertise required by both central and local service teams.
Key Tasks and Responsibilities
- Troubleshoot research and collaborate with peers to solve escalated customer incidents or requests by applying expert knowledge of Ascom products and solutions.
- Provide timely responses to all assigned customer issues and handle service requests effectively
- Provide supportrelated services including investigation troubleshooting complaint handling fault handling
- Ensure delivery of excellent customer service and protect service margins by fast and accurate handling and documentation of incidents
- Preserve the traceability of deployed Ascom products and solutions
- Run technical testing according to test protocols ensuring highquality
- Consult and interface with customers and Ascom colleagues to collect information needed and propose solutions
- Systematically measure customer satisfaction after resolution of incidents
- Escalate incidents to 3rd line support team as mandated by standard processes
- Document all work done during an incident service request or other ticket type in Service Now
- Coach and develop 1st line support colleagues and foster continuous collaboration and knowledge exchange within support teams
- Drive systematic and continuous improvement of processes to maximise performance
- Manage and oversee KPIs and performance delivered
- Participate in rotational coverage (1 in 4) for afterhours/weekend support coverage
Requirements:
Qualifications and Work Experience
- Technical Engineering: Midlevel (Practical education) or Bachelor Electronics / ICT or equivalent
- 5 years experience in a technical support position or similar within IT
- Experience with communication (DECT and/or VoWifi) network or medical system
- Expert knowledge on Windows Server environments and enterprise network environments (Routing Switching Wireless networks TCP/IP)
- Experience in technical / ITrelated troubleshooting
- SQL troubleshooting proficiency
- ITIL Certification
In exchange we can offer you:
A competitive Pension Scheme
A Benefits Platform with access to discounts with Retailers Gyms etc
Life Assurance at 8 x Basic Salary
24 days Annual leave in 1st Year rising to 28 within 5 years
Access to a 24/7 free & confidential Employee Assistance Programme
Employment Type
Full Time
