Overview
Join Ascom where we lead the way in Healthcare ICT and mobile workflow solutions worldwide. With our Swiss-based headquarters driving advancements across 19 countries for over 160 years, we are committed to revolutionizing the healthcare industry with transformative technology. Our systems are operational in over 12,000 hospitals globally, managing 800 million alerts annually. Our dedication translates into tangible impact enriching the experiences of everyone entering the healthcare facilities and care-homes we partner with.
Role: Second Line Support Engineer
The Second Line Support Engineer provides advanced technical support handling incidents escalated by First Line Support and diagnosing complex technical issues. This role performs in-depth troubleshooting, collaborates with cross-functional teams to resolve recurring or systemic problems. Conducts root cause analyses and implements permanent solutions to prevent repeat incidents.
Your Contributions
* Diagnose and resolve complex technical issues escalated by 1st Line Support or field engineers
* Handle advanced cases such as server configurations, network outages, and software integration failures
* Register and classify received incidents to act immediately; create workarounds to restore a failed/erroneous solution or product service as quickly as possible
* Register, classify and process service requests
* Notify customers of the status of service calls, provide regular follow-ups, and promptly report any delays
* Coordinate service requirements of customers ensuring that committed SLAs and response times are met
* Participate in rotational coverage for after-hours/weekend support
* Participate in the execution of preventive maintenance activities
The Ideal Candidate
Qualifications & Work Experience
* Technical education: mid-level (practical education) or Bachelor in SW engineering / ICT or equivalent
* Previous experience in a Technical Support position or similar within IT, telecommunications, or healthcare sector
* ITIL Certification
* Experience in configuring and troubleshooting Windows Server environments
* Fundamental knowledge of data security
* Ability to troubleshoot and understand data integrations
Skills & Competencies
* SQL troubleshooting proficiency
* Experience in configuring and troubleshooting Windows Server environments
* Fundamental knowledge of data security
* Ability to troubleshoot and understand data integrations
Personal Qualities
* Strong customer service, communication, and negotiation skills
* Strong team player with high level of interpersonal and communication skills
* Quick learner with affinity towards technical and IT-related topics and Ascom’s products and offerings and how they create value for customers
What We Offer You
* A company you can take pride in for its meaningful impact on hospitals and care-homes through its technology
* Inspiring and collaborative colleagues
* Opportunities for personal and professional growth
* Flexible remote work
Join Us and Make an Impact
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. We believe that a diverse workforce strengthens our team, drives innovation and enriches our workplace. Join us in creating an inclusive environment where everyone is valued and has equal opportunities to succeed.
Join our team at Ascom and help us realize our vision of enhancing digital information for optimal decision-making in the healthcare industry. Together we are making a real difference in the lives of those who benefit from our technology.
To learn more about what we do visit us at:
Join Ascom where we lead the way in Healthcare ICT and mobile workflow solutions worldwide. With our Swiss-based headquarters driving advancements across 19 countries for over 160 years, we are committed to revolutionizing the healthcare industry with transformative technology. Our systems are operational in over 12,000 hospitals globally, managing an incredible 800 million alerts annually. At Ascom our dedication translates into tangible impact enriching the experiences of everyone entering the healthcare facilities and care-homes we partner with.
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