Join Ascom, a leader in Healthcare ICT and mobile workflow solutions worldwide. With our Swiss-based headquarters supporting operations across 19 countries for over 160 years, we are committed to transforming the healthcare industry through innovative technology. Our systems are operational in over 12,000 hospitals globally, managing approximately 800 million alerts annually. At Ascom, we strive to make a tangible impact, enhancing the experience for everyone entering the healthcare facilities and care homes we serve.
We are seeking a First Line Technical Support Engineer to be the first point of contact for our customers. You will provide prompt and effective remote support by accessing customer systems, focusing on troubleshooting and technical assistance. A strong knowledge of Ascom solutions, products, and services, along with an understanding of the customer environment and end-user needs, is essential.
Your Responsibilities :
* Register and classify incidents, creating workarounds to restore services quickly.
* Handle service requests, providing updates and follow-ups to customers.
* Diagnose issues, collaborate with peers, and resolve service calls efficiently.
* Ensure SLAs and response times are met by coordinating with customers.
* Escalate issues to higher support levels as needed and document all work thoroughly.
* Participate in rotational after-hours and weekend support coverage.
* Assist in preventive maintenance activities.
The Ideal Candidate :
Qualifications & Experience :
1. Technical education at a mid-level or Bachelor's degree in Software Engineering, ICT, or equivalent.
2. Experience in technical support within IT, telecommunications, or healthcare sectors.
3. ITIL Certification.
Skills & Competencies :
4. Excellent customer service, communication, and negotiation skills.
5. Strong troubleshooting skills in technical and IT-related topics.
6. Proficiency in SQL troubleshooting.
7. Experience with Windows Server environments and data security fundamentals.
8. Ability to understand and troubleshoot data integrations.
Personal Qualities :
9. Driven, curious, and self-motivated.
10. Capable of managing multiple requests and meeting deadlines.
11. Structured, with good planning skills and a methodical approach.
12. Team-oriented with excellent interpersonal skills.
13. Quick learner with an interest in technology and how it adds value for customers.
What We Offer :
14. A proud and innovative company culture.
15. Collaborative and inspiring colleagues.
16. Opportunities for personal and professional growth.
17. Work with cutting-edge healthcare technology.
18. Flexible remote work arrangements.
Join Us and Make a Difference :
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, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, disability, or other protected categories. We believe a diverse workforce fosters innovation and enriches our workplace. 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. Together, we can make a meaningful difference in the lives of many through our technology.
Learn more about us at : ascom.com
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