Objective and Purpose
The 2nd line support engineer handles and solves requests for support escalated from the 1st level and perform expert support services for Ascom products and solutions, remotely and/or on-site. He/she performs in various activities to investigate, maintain, correct and improve established systems at various levels of expertise required by both
Key Tasks and Responsibilities
- Troubleshoot, research and collaborate with peers to solve escalated customer incidents or requests, by applying expert knowledge of Ascom products and solutions.
- Provide timely responses to all assigned customer issues and handle service requests effectively
- Provide support-related services including investigation, troubleshooting, complaint handling, fault handling
- Ensure delivery of excellent customer service and protect service margins by fast and accurate handling and documentation of incidents
- Preserve the traceability of deployed Ascom products and solutions
- Run technical testing according to test protocols ensuring high-quality
- Consult and interface with customers and Ascom colleagues to collect information needed and propose solutions
- Systematically measure customer satisfaction after resolution of incidents
- Escalate incidents to 3rd line support team as mandated by standard processes
- Document all work done during an incident, service request or other ticket type, in JIRA
- Coach and develop 1st line support colleagues and foster continuous collaboration and knowledge exchange within support teams
- Drive systematic and continuous improvement of processes to maximize performance
- Manage and oversee KPIs and performance delivered
- Participate in rotational coverage for afterhours/weekend support coverage
Requirements
Qualifications and Work Experience
- 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
- Experience with server hardware and/or Microsoft Windows Server operating systems
- Experience with communication, network or medical systems
- Experience with Server and Desktop Operating systems
- Expert knowledge on Windows Server environments and enterprise network environments (Routing, Switching, Wireless networks, TCP/IP)
- Experience in technical / IT-related troubleshooting
- Solid knowledge administering, configuring, and troubleshooting Windows Server environments
- SQL troubleshooting proficiency
- Knowledge on load balancers
- Solid knowledge configuring and troubleshooting virtualized environments
- Knowledge troubleshooting data integrations using API or custom data connectors
- ITIL Certification
Skills and Competencies
- Highly skills in technical / IT-related topics:
- Ascom products portfolio: deep knowledge of and technical expertise in Ascom systems and solutions
- 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 design, configure, install and implement Wireless/Wired Technology, Server Technology, Database Technology, Virtualization Technologies and Middleware
- Fundamental knowledge of Data Security, and how to process data correctly.
- Ability to perform Radio coverage assessments, manage port opening and firewalls
- Ability to troubleshoot and understand data integrations, server applications such as load balancing and clustering functions
- Excellent troubleshooting skills
- Strong advisory and consulting skills
- Strong coaching and feedback skills
- Time management, strong prioritization and organizing skills
- Strong customer service skills
- Good communication and negotiation skills
- Ability to stay calm and perform in stressful situations
- Strong drive and commitment
- Curious and self-driven
- Ability to perform in stressful environment and to meet deadlines
