Overview
Join to apply for the First Line Technical Support Engineer role at Ascom.
Location: Florence, Italy Metropolitan Area.
Ascom is a Swiss-based company with a long history in Healthcare ICT and mobile workflow solutions. Our systems are operational in hospitals and care facilities worldwide, delivering impactful technology and service.
Responsibilities
* Register and classify received incidents, create workarounds to restore services as quickly as possible
* Register, classify and process service requests
* Notify customers of status, provide regular updates and report delays as needed
* Troubleshoot, research and collaborate with peers to resolve service calls
* Coordinate service requirements to meet committed SLAs and response times
* Escalate and hand over service calls to achieve contractual SLAs
* Escalate to 2nd line support as per standard processes
* Escalate repeated service calls and requests to line management in a timely manner
* Document all work performed during incidents or service requests
* Participate in rotational after-hours/weekend support coverage
* Participate in preventive maintenance activities
Qualifications & Work Experience
* Technical education: mid-level (practical education) or Bachelor in Software Engineering / ICT or equivalent
* Previous experience in technical support or similar within IT, telecommunications or healthcare
* ITIL Certification
Skills & Competencies
* Strong customer service, communication and negotiation skills
* Proficient troubleshooting of technical / IT-related topics
* Engineering mindset with precision, predictability, measurement, risk mitigation and professionalism
* SQL troubleshooting proficiency
* Experience configuring and troubleshooting Windows Server environments
* Fundamental knowledge of data security
* Ability to troubleshoot and understand data integrations
Personal Qualities
* Strong drive and commitment
* Curious and self-driven
* Ability to meet deadlines while handling multiple customer requests
* Structured, methodical planner with consistent approach
* Team player with strong interpersonal and communication skills
* Quick learner with affinity for technical topics and Ascom’s products and value for customers
What We Offer You
* A company you can take pride in
* Inspiring and collaborative colleagues
* Opportunities for personal and professional growth
* Work with cutting-edge technology in the healthcare industry
* Flexible remote work
Equal Opportunity
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.
Join us in creating an inclusive environment where everyone is valued and has equal opportunities to succeed.
To learn more about what we do, visit us at: ascom.com
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