Second Line Support Engineer

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 on-site. 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.

The job holder reports to: Customer Care Manager

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 support-related 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 high-quality

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 JIRA

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 maximize performance

Manage and oversee KPIs and performance delivered

Participate in rotational coverage for afterhours/weekend support coverage

Requirements

Qualifications and Work Experience

Technical Engineering: Mid-level (Practical education) or Bachelor Electronics / ICT or equivalent

Application Engineering: Mid-level (Practical education) or Bachelor SW engineering or equivalent

Practical Application: An engineering approach with connotations of precision predictability measurement risk mitigation and professionalism

5 years experience in a technical System Engineering position or similar within IT telecommunication or healthcare sector

Experience with server hardware and/or Microsoft Windows Server operating systems

Experience with communication network or medical systems

Experience with Desktop Operating systems

Expert knowledge on Windows Server environments and enterprise network environments (Routing Switching Wireless networks TCP/IP)

Experience in technical / IT-related troubleshooting

SQL troubleshooting proficiency

ITIL Certification