Second Line Support Engineer

Johanneshov, Stockholm
Permanent
Heltid

2 månader sedan

Join Ascom as a Second Line Support Engineer!For over 160 years, Ascom has driven innovation. With over 1300 employees, we are a global provider of ICT and mobility solutions, focusing on developing business-critical, real-time solutions for environments where mobility, stability, and time are central factors.You have probably benefited from an Ascom solution without knowing it. Our solutions work behind the scenes, such as clinical communication and alarms in hospitals, welfare technology in elderly care, security systems in prisons and mobile alarm systems. We are helping to digitalize the healthcare sector in Sweden and our solutions ensure that both patients and staff feel safer. In other words, working with us is a serious and exciting task – that's why we hire the very best and do our utmost to retain and strengthen them!At Ascom Sweden, we are a total of 240 colleagues, many of whom have extensive expertise and long-term employment, and are the most skilled in their field. Your career development through collaboration and training is important to us, and you will have opportunities to participate in global and local initiatives, and projects internally.Do you want to make a difference with exciting and meaningful solutions for hospitals and other important growth industries? Then you’re in the right place!We are looking for a Second Line Support Engineer to our Stockholm-location.Your Responsibilities:

Resolve and coordinate customer issues to ensure customer satisfaction
Support Ascom technicians with technical questions
Respond to assigned customer issues in a timely manner
Provide support services including troubleshooting, complaint handling, and maintenance
Act as a subject matter expert for specific Ascom products and solutions
Ensure excellent customer service through friendly and efficient communication
Review and ensure project handover to support
Document and update customer information and maintain the ticketing system
Perform remote maintenance and manage the remote environment
Continuously build knowledge of Ascom technologies, networks, and client-server operating systems
Interface with customers and colleagues to gather information for service delivery
Collaborate with Global Support for troubleshooting and problem resolution
Participate in on-call duty outside regular working hours
Proactively improve support processes to meet KPI goals and increase customer satisfaction

Your Profile:

Vocational training or a degree in a technical field, telecommunications, IT, or engineering
Passion for new technologies and complex technical challenges
Knowledge of network and security technologies, including port openings and firewalls
Understanding of installing our application on servers and basic knowledge of radio coverage
Troubleshooting skills in complex situations with limited guidance
Experience in technical customer support (1st and/or 2nd level)
Organizational talent to manage and prioritize your workload
Understanding of data processing and compliance with data protection regulations
Experience with ticketing systems (e.g., Jira) and quality assurance processes
Strong affinity for IT and ICT or comparable systems
Good knowledge of Windows Server and virtualization solutions is a plus
Independent, conceptual, and solution-oriented working style
Customer orientation, team spirit, and resilience

The role is security-classified, which means you must undergo a security clearance and be approved to take on the role.

Your Benefits at Ascom:

A very exciting, meaningful, and dynamic work environment at the intersection of ICT and workflow optimization
The security of a permanent employment contract in a successful international ICT/MedTech company with a long tradition
Attractive compensation, training opportunities, and various benefits

If this sounds like a great match – do not hesitate to apply today!Ascom is an employer that supports diversity, equity, and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, color, religion, gender, sexual orientation, gender identity, nationality, 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 and help create an inclusive environment where everyone is valued and has equal opportunities to succeed.Decades of innovationAscom is a global solutions provider focused on healthcare ICT and mobile workflow solutions. The vision of Ascom is to close digital information gaps allowing for the best possible decisions—anytime and anywhere. Ascom’s mission is to provide mission-critical, near real-time solutions for highly mobile, ad hoc, and time-sensitive environments.

Ascom

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