Second Line Support Engineer

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.

We are currently looking for an experienced Second Line Support Engineer to join our Global Service team.

In this role, you will provide expert support services for Ascom products and solutions—both remotely and on-site. You'll handle and resolve escalated service requests, collaborate with internal teams, and ensure excellent customer service delivery. With a focus on troubleshooting, system optimization, and continuous improvement, this role plays a vital part in maintaining operational excellence across Ascom's technology ecosystem.

Your contributions:

• Resolve complex incidents escalated from first-line support by applying deep technical knowledge of Ascom systems.
• Investigate, troubleshoot, and document service issues using tools like JIRA.
• Interface directly with customers and internal stakeholders to identify needs and propose solutions.
• Ensure high-quality technical testing and customer satisfaction post-resolution.
• Escalate unresolved issues to third-line support as per standard processes.
• Guide and coach 1st-line support staff to strengthen team capability.
• Drive continuous improvement of service processes and contribute to performance tracking and KPIs.
• Participate in rotational after-hours and weekend support coverage.

The ideal candidate:

• Mid-level technical education or Bachelor’s in Electronics, ICT, Software Engineering, or a similar field.
• 5+ years’ experience in system engineering, ideally in IT, telecommunications, or healthcare environments.
• Expert in Microsoft Windows Server and enterprise networks (Routing, Switching, Wireless, TCP/IP).
• Proficiency in SQL, load balancers, API data integrations, virtualization, and server application troubleshooting.
• Strong knowledge of Ascom’s product portfolio and technical integrations.
• Skilled in customer service, technical consulting, coaching, and prioritization.
• ITIL certification and experience working in service-based models.
• Quick learner, adaptable, and capable of working in high-pressure situations.

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.

For more information about our company, visit www.ascom.com