Join Ascom, a global leader in Healthcare ICT and mobile workflow solutions. Headquartered in Switzerland, we operate across 19 countries and have been innovating for over 160 years. Our systems are used in more than 12,000 hospitals worldwide, managing over 800 million alerts annually. At Ascom, we are dedicated to transforming healthcare through technology, making a tangible impact on patient care and facility operations.
We are seeking a First Line Technical Support Engineer to be the initial contact point for our customers. You will provide remote support, troubleshooting, and technical assistance, leveraging your knowledge of Ascom products and understanding of customer environments and end-user needs.
Your Responsibilities:
1. Register and classify incidents; create workarounds for failed or erroneous solutions to restore services quickly.
2. Handle Service Requests, providing timely updates and follow-ups.
3. Communicate with customers regarding the status of their issues and report delays promptly.
4. Collaborate with peers to troubleshoot and resolve service calls.
5. Ensure SLAs and response times are met by coordinating with customers.
6. Escalate issues to 2nd line support or management as needed.
7. Document all work related to incidents and service requests.
8. Participate in rotational after-hours and weekend support coverage.
9. Assist in preventive maintenance activities.
Ideal Candidate:
Qualifications & Experience:
* Technical education (mid-level/practical or Bachelor's in SW engineering, ICT, or equivalent).
* Experience in technical support within IT, telecommunications, or healthcare sectors.
* ITIL Certification.
Skills & Competencies:
* Excellent customer service, communication, and negotiation skills.
* Strong troubleshooting skills in IT and technical topics.
* Experience with SQL troubleshooting.
* Knowledge of Windows Server environments and data security fundamentals.
* Ability to understand and troubleshoot data integrations.
Personal Qualities:
* Strong drive, curiosity, and self-motivation.
* Ability to handle multiple requests and meet deadlines.
* Structured, with good planning skills and methodology.
* Excellent team player with interpersonal skills.
* Quick learner with interest in technology and customer value creation.
What We Offer:
* A reputable company with a strong sense of pride.
* Collaborative and inspiring colleagues.
* Opportunities for personal and professional growth.
* Work with cutting-edge healthcare technology.
* Flexible remote working arrangements.
Join Us and Make an Impact:
At Ascom, we are committed to diversity, equity, and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, or other protected statuses. Join us in creating an inclusive environment where everyone can succeed.
Help us realize our vision of enhancing digital information for better healthcare decision-making. Visit us at ascom.com.
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