First line Support Technician

Ascom Remote Monitoring is a proven way to maximize availability and reliability of critical systems in healthcare industry hospitality retail security and other sectors. Remote monitoring allows for early detection of errors and possible intervention to resolve them before a disrupting incident occurs.

Ascom Remote Monitoring includes:

Application status log monitoring that allows Ascom support to take pre-emptive and corrective action.

Status monitoring that strengthens our ability to provide detailed insights into system performance.

Our transparency packages include periodic reports and can include optional dashboards giving insight and visibility into uptime alerts critical errors and trending i.e. data that can be used to make improvements.

Corrective actions and system maintenance that requires expertise and experience.

Ascom is now in the process of scaling up our market presence with remote monitoring and will start building a central team of experts to run and operate the service and assist local colleagues.

The Global Remote Monitoring technician will be working as part of a Global Team managed from Gothenburg with colleagues from different countries.

The role

As the Global Remote Monitoring technician you will work very close to the countries operating the remote monitoring at Ascom customers. You will become expert in working in our monitoring applications ServiceNow and Zabbix to identify actual and potential errors in Ascom solutions at the end customers. You will be working closely with the local service desk and service engineers in the countries where Ascom operates.

You will be a key person to identify improvements and enhancements to the service.

To be successful in this role you need to have a technical background and experience from working within support/customer care to end user customers. You should be able to understand and work with documentation and it is crucial to be a fast learner from the cooperation with the local engineers.

Key tasks and responsibilities

• Monitor and act on incoming alerts during office hours (CET)

• Create incident cases when needed

• Pass incident to local 2nd line technician if action is required

• Correct response to event

• Analyze events and create sales leads problem tickets change requests etc.

• Finalize alerts in the monitoring application

• Regularly screen warning Alerts for potential low-prior incidents

• Analyze all events/alerts to suggest improvements in filtering and suggestions of corrective action.

• Prepare performance reports on determined frequency

• Assist the countries in setting up new customers and enable the remote monitoring service. This includes installation and configuration of the remote monitoring tools.

• Resolving customer incidents when conditions allow.

Qualifications and work experience

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

• Application Engineering: Entry/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

• Systems Engineering or technical education

• Experience in technical / IT-related troubleshooting

• Minimum 2 years of experience in help -desk or similar environment

Skills and Competencies

• Skills in technical / IT-related topics

• Ascom product portfolio: deep knowledge of and technical expertise in Ascom systems and solutions

• Integration: solid understanding of technical specifications and capabilities of key systems and solutions

• Fundamental knowledge of Data Security

• Solid troubleshooting skills

• Time management strong prioritization and organizing skills

• Strong customer service skills

• Good communication skills

• Open to travel as part of the onboarding

Personal Qualities

• Strong drive and commitment

• Curious and self-driven

• 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 IT-related topics Ascoms products and offerings and how they create values for customers

• Ability to see the overall picture but also work on the details

• Fluent in English

• Written English at excellent level

• German is a plus