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're 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. Join our team as a First Line Technical Support Engineer and be the first point of contact for our customers, providing fast and efficient remote support by accessing customer systems. You'll focus on delivering rapid troubleshooting and technical assistance, backed by strong knowledge of Ascom solutions, products, and services, as well as a solid understanding of the customer environment and end-users' needs. Your Contributions : Register and classify received incidents to act upon immediately; create workarounds to restore failed or erroneous solutions or product services quickly. Register, classify, and process service requests. Notify customers of the status of service calls, provide regular follow-ups, and report delays promptly. Troubleshoot, research, and collaborate with peers to resolve service calls. Coordinate service requirements ensuring SLAs and response times are met. Escalate and hand over service calls as required to achieve contractual SLAs and response times. Escalate service calls to 2nd line support as per standard processes. Escalate repeated service calls and requests to line management timely. Document all work during incidents, service requests, or other tickets. Participate in rotational after-hours and weekend support coverage. Participate in preventive maintenance activities. The Ideal Candidate : Qualifications & Work Experience Technical education: mid-level (practical) or Bachelor’s in SW engineering / ICT or equivalent. Previous experience in technical support or similar roles within IT, telecommunications, or healthcare sectors. ITIL Certification. Strong customer service, communication, and negotiation skills. Proficiency in troubleshooting technical/IT issues, with an engineering approach emphasizing precision, predictability, and professionalism. Experience configuring and troubleshooting Windows Server environments. Basic knowledge of Data Security. Ability to troubleshoot and understand data integrations. Personal Qualities Strong drive and commitment. Curious and self-motivated. Ability to meet deadlines while managing multiple customer requests. Structured, with good planning skills and a methodical approach. Excellent interpersonal and communication skills, team-oriented. Quick learner with an interest in technical topics and Ascom’s solutions. What We Offer You : A reputable company with a proud history. Collaborative and inspiring colleagues. Opportunities for personal and professional growth. Work with cutting-edge healthcare technology. Join Us and Make an Impact : Ascom is an equal opportunity employer committed to 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 can succeed. Help us enhance digital information for better healthcare decision-making. Together, we make a difference in people's lives. Learn more at: ascom.com J-18808-Ljbffr J-18808-Ljbffr