First Line Support Technician

Customer Care
US Raleigh, US Bradenton · Remote

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October 18, 2021

The 1st line support technician is responsible for receiving and solving customer issues by working remotely in accessible customer systems. The focus is to provide rapid technical support and troubleshooting to customers, based on solid knowledge of Ascom solutions, products and services, and based on a solid understanding of the customer environment and the end-users of Ascom’s products / solutions.   

Your days will be filled with…

  • Register and classify received incidents to immediately act upon; create workarounds to restore a failed/erroneous solution or product service as quickly as possible.
  • Process Service Requests and keep end-users informed about their incidents' status at agreed intervals.
  • Notify customers of status of service calls, provide regular follow-ups and promptly report any delays.
  • Troubleshoot, research and collaborate with peers to solve customer requests.
  • Escalate and handover incidents as required to achieve contractual agreement on Time to Resolution.     
  • Coordinate service requirements of customers ensuring that committed SLAs and response times are met.     
  • Escalate incidents to 2nd line support team as mandated by standard processes.    
  • Escalate repeated calls and request to line management in a timely manner.
  • Document all work done during an incident, service request or other ticket type, in JIRA.
  • Participate in rotational coverage for afterhours/weekend support coverage.  

Here at Ascom…

You’re not just a number, you’re a person with aspirations and that’s important to us. You can drive your own career and we’re here to help you do that by:

  • Providing career progression through learning and development, internal opportunities, and being part of global and local initiatives and projects. But don’t take our word for it, just ask some of our team members who have been with us for over 20 years!
  • Giving you a real-world, first-hand experience about what it’s like to work with technology that is at the forefront of the healthcare industry.
  • Making a difference and having an impact on the lives in your community.

  

And you are…

Skilled in 

  • Technical Engineering: Mid-level (Practical education) or, Bachelor Electronics / ICT or equivalent.
  • Application Engineering: Mid-level (Practical education) or, Bachelor SW engineering or equivalent.
  • Practical Application: An engineering approach with connotations of precision, predictability, measurement, risk mitigation, and professionalism.
  • 5 + years’ experience in a technical System Engineering position or similar within IT, telecommunication or healthcare sector.
  • Systems Engineering or technical education. 
  • Experience in technical / IT-related troubleshooting.
  • Solid knowledge on Windows Server environments. 
  • Knowledge on enterprise network environments (Routing, Switching, Wireless networks, TCP/IP). 
  • SQL troubleshooting proficiency. 
  • ITIL Certification required.
  • Highly skilled in technical / IT-related topics.
  • Integration: solid understanding of technical specifications and capabilities of key systems and solutions.  
  • Architecture: ability to consult on choices of systems to be used in cooperation with 3rd party solutions.
  • Deep knowledge and ability to install and implement Wireless/Wired Technology, Server Technology, Database Technology, and Middleware.
  • Fundamental knowledge of Data Security.
  • Strong troubleshooting skills.
  • Strong time management, prioritization and organizing skills.
  • Good communication and negotiation skills.  
  • Ability to stay calm and perform in stressful situations. 
  • Strong drive and commitment.
  • Good communication and negotiation skills.  
  • Ability to stay calm and perform in stressful situations.
  • Curious and self-driven.  
  • Ability to perform in stressful environment and meet deadlines, whilst dealing with several customer requests at the same time. 
  • Structured personality, high ability to plan, and accurately apply consistent methodology. 
  • Strong team player with high level of interpersonal and communication skills.
  • Quick learner, with affinity towards technical and IT-related topics.

 

We are…

A global solutions provider focused on Healthcare ICT and mobile workflow solutions. Headquartered in Switzerland, our business spans across 18 countries, and has been supporting the healthcare industry for close to 160 years by providing them with technology to enable them to support their communities.

 

Together we can make a difference in the lives of the people who benefit from our technology.

 

To learn more about what we do, visit us at: www.ascom.com

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