Join Ascom, a global leader in Healthcare ICT and mobile workflow solutions with a Swiss-based headquarters. Operating in 19 countries for over 160 years, our systems are used in over 12,000 hospitals worldwide, managing 800 million alerts annually. We are committed to transforming healthcare through innovative technology, impacting the experiences of patients, healthcare professionals, and care facilities.
We are seeking a First Line Technical Support Engineer to be the first point of contact for our customers. You will provide remote support, troubleshoot issues, and assist with technical inquiries related to our solutions, products, and services, understanding both the customer environment and end-user needs.
Your Responsibilities :
1. Register, classify, and respond to incidents and service requests promptly.
2. Communicate with customers regarding the status of their support requests and follow up regularly.
3. Troubleshoot technical issues, collaborate with team members, and resolve service calls efficiently.
4. Ensure SLAs and response times are met by coordinating customer service requirements.
5. Escalate complex issues to 2nd line support or management as needed.
6. Document all support activities thoroughly.
7. Participate in after-hours and weekend support rotations.
8. Assist in preventive maintenance activities.
Qualifications & Experience :
* Mid-level technical education or Bachelor’s degree in Software Engineering, ICT, or related field.
* Experience in technical support within IT, telecommunications, or healthcare sectors.
* ITIL certification is preferred.
Skills & Competencies :
* Excellent customer service, communication, and negotiation skills.
* Strong troubleshooting skills in IT and technical environments.
* Proficiency in SQL troubleshooting.
* Experience configuring and troubleshooting Windows Server environments.
* Basic knowledge of Data Security and data integrations.
Personal Qualities :
* Driven, curious, and self-motivated.
* Ability to handle multiple requests and meet deadlines.
* Organized with a structured approach and methodical work style.
* Team player with strong interpersonal skills.
* Quick learner with interest in technology and customer value creation.
What We Offer :
* A reputable company with a proud history.
* Collaborative and inspiring colleagues.
* Opportunities for personal and professional growth.
* Work with cutting-edge healthcare technology.
* Flexible remote working options.
Join Us :
Ascom is an equal opportunity employer committed to diversity, equity, and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, religion, or other protected categories. Join us in creating an inclusive environment where everyone can succeed.
Help us improve healthcare through innovative technology. Visit us at: ascom.com
#J-18808-Ljbffr