Customer Care Technical Support Engineer - Clinical Solutions

Ascom is a global solutions provider focused on Healthcare ICT and mobile workflow solutions. Headquartered in Switzerland, our business spans across 19 countries, and has been supporting the healthcare industry for 160 years by providing them with technology to enable them to support their communities.

Our systems are used in over 12,000 hospitals worldwide and handle more than 800 million alerts each year. Our solutions positively impact the lives of everyone who visits 1 of the hospitals or care-homes we work with.

The Second Line Support Engineer handles and solves escalated support requests from the 1st level and performs expert support services for Ascom products and solutions, both remotely and on-site. They are involved in a variety of activities aimed at investigating, maintaining, correcting, and enhancing established systems, catering to various levels of expertise required by central and local service teams.

Your Contributions:

• Troubleshoot, research, and collaborate with peers to resolve escalated customer incidents using expert knowledge of Ascom products.
• Provide timely responses to customer issues and effectively handle service requests.
• Deliver excellent customer service and ensure accurate documentation of incidents to protect service margins.
• Preserve traceability of deployed Ascom products and solutions.
• Conduct technical testing adhering to test protocols for maintaining high-quality standards.
• Consult with customers and colleagues, propose solutions, and measure customer satisfaction post-resolution.
• Escalate incidents to 3rd line support and document all work in JIRA.
• Coach 1st line support colleagues, foster collaboration, and drive continuous improvement in processes.
• Manage KPIs, oversee performance, and participate in afterhours/weekend support coverage.

The Ideal Candidate:

• Mid-level Technical Engineering or Bachelor's in Electronics/ICT or equivalent.
• Strong experience in technical System Engineering within IT, telecom, or healthcare sectors.
• Expertise in server hardware, Microsoft Windows Server OS, communication/network/medical systems.
• In-depth knowledge of Windows Server environments, enterprise networks, and troubleshooting.
• Experience in technical/IT-related troubleshooting, SQL proficiency, load balancers, and virtualized environments.
• ITIL Certification.
• Strong technical skills in Ascom products, integration, system architecture, and design.
• Familiarity with Data Security, radio coverage assessments, and server applications.
• Excellent troubleshooting, advisory, coaching, time management, customer service, and communication skills.
• Ability to perform under stress, quick learner, strong team player, and commitment towards technical topics and customer values.

What We Offer You:

• A company you can take pride in.
• Inspiring and collaborative colleagues.
• Abundant opportunities for personal and professional growth.
• The chance to work with cutting-edge technology in the healthcare industry.
• 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.