Join Ascom, a leader in Healthcare ICT and mobile workflow solutions worldwide. Headquartered in Switzerland, we have been advancing healthcare technology across 19 countries for over 160 years. Our systems operate in over 12,000 hospitals globally, managing 800 million alerts annually. At Ascom, we are dedicated to making a tangible impact by enriching the experiences of healthcare professionals and patients in our partner 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, troubleshooting, and technical assistance, leveraging your knowledge of Ascom solutions and understanding of customer environments and end-user needs.
Your Responsibilities :
* Register, classify, and respond to Incidents and Service Requests promptly
* Create workarounds to restore failed or erroneous solutions or services quickly
* Notify customers about the status of their service calls, follow up regularly, and report delays
* Collaborate with peers to troubleshoot and resolve service issues
* Ensure SLAs and response times are met by coordinating service requirements
* Escalate issues to 2nd line support or management as needed
* Document all work performed during incidents and requests
* Participate in rotational after-hours and weekend support
* Assist in preventive maintenance activities
Ideal Candidate :
Qualifications & Experience :
* Practical or Bachelor’s degree in SW engineering, ICT, or equivalent
* Experience in technical support within IT, telecom, or healthcare sectors
* ITIL Certification
Skills & Competencies :
* Excellent customer service, communication, and negotiation skills
* Strong troubleshooting skills in IT and technical environments, including SQL and Windows Server configuration
* Knowledge of Data Security and data integration troubleshooting
Personal Qualities :
* Driven, curious, and self-motivated
* Ability to handle multiple requests and meet deadlines
* Structured, organized, and a good team player
* Quick learner with interest in healthcare technology
What We Offer :
* A reputable company with opportunities for growth
* Collaborative and inspiring colleagues
* Work with cutting-edge healthcare technology
* Flexible remote working options
Join Us :
Ascom values diversity, equity, and inclusion. We welcome applicants from all backgrounds and do not discriminate. Join us in creating an inclusive environment and making a difference in healthcare through innovative technology.
Learn more about us at : ascom.com
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