Objective and Purpose
The 2nd line support engineer handles and solves requests for support, escalated from the 1st level and perform expert support services for Ascom products and solutions, remotely and/or on-site. He/she performs in various activities to investigate, maintain, correct and improve established systems at various levels of expertise required by both central and local service teams.
Key Tasks and Responsibilities
- Troubleshoot, research and collaborate with peers to solve escalated customer incidents or requests, by applying expert knowledge of Ascom products and solutions.
- Provide timely responses to all assigned customer issues and handle service requests effectively
- Provide support-related services including investigation, troubleshooting, complaint handling, fault handling
- Ensure delivery of excellent customer service and protect service margins by fast and accurate handling and documentation of incidents
- Preserve the traceability of deployed Ascom products and solutions
- Run technical testing according to test protocols ensuring high-quality
- Consult and interface with customers and Ascom colleagues to collect information needed and propose solutions
- Systematically measure customer satisfaction after resolution of incidents
- Escalate incidents to 3rd line support team as mandated by standard processes
- Document all work done during an incident, service request or other ticket type, in Service Now
- Coach and develop 1st line support colleagues and foster continuous collaboration and knowledge exchange within support teams
- Drive systematic and continuous improvement of processes to maximise performance
- Manage and oversee KPIs and performance delivered
- Participate in rotational coverage (1 in 4) for afterhours/weekend support coverage
Requirements:
Qualifications and Work Experience
- Technical Engineering: Mid-level (Practical education) or, Bachelor Electronics / ICT or equivalent
- 5+ years’ experience in a technical support position or similar within IT
- Experience with communication (DECT and/or VoWifi), network or medical system
- Expert knowledge on Windows Server environments and enterprise network environments (Routing, Switching, Wireless networks, TCP/IP)
- Experience in technical / IT-related troubleshooting
- SQL troubleshooting proficiency
- ITIL Certification
In exchange we can offer you:
A competitive Pension Scheme
A Benefits Platform with access to discounts with Retailers, Gyms, etc
Life Assurance at 8 x Basic Salary
24 days Annual leave in 1st Year, rising to 28 within 5 years
Access to a 24/7, free & confidential Employee Assistance Programme
