Second Line Support Engineer

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.