Second Line Support Engineer

Ascom Holding AG; Morrisville; On-site; CAD 65,000 - 80,000; Full time

Job summary

A leading company is seeking a 2nd line support engineer to provide expert support for their products and solutions. The role involves troubleshooting, customer service, and coaching 1st line support colleagues. The ideal candidate will have a strong technical background and a commitment to continuous improvement.

Qualifications

• Minimum of 5+ years’ experience in a technical System Engineering role.
• Experience with communication, network, or medical systems.
• ITIL Certification.

Responsibilities

• Troubleshoot escalated customer incidents using expert knowledge.
• Provide timely responses to customer issues and handle service requests.
• Coach and develop 1st line support colleagues.

Skills

Troubleshooting

Customer Service

Effective Communication

Time Management

Education

Bachelor in Electronics

Bachelor in Software Engineering

Tools

SQL

Windows Server

JIRA

Job description

Objective and Purpose

The 2^nd line support engineer handles and resolves support requests escalated from the 1st level and provides expert support services for Ascom products and solutions, remotely and/or on-site. They perform various activities to investigate, maintain, correct, and improve established systems at different levels of expertise required by the role.

Key Tasks and Responsibilities

• Troubleshoot, research, and collaborate with peers to resolve escalated customer incidents or requests, applying expert knowledge of Ascom products and solutions.
• Provide timely responses to all assigned customer issues and handle service requests effectively.
• Support-related services including investigation, troubleshooting, complaint handling, and fault management.
• Ensure delivery of excellent customer service and protect service margins by handling and documenting incidents accurately and promptly.
• Maintain traceability of deployed Ascom products and solutions.
• Conduct technical testing according to protocols to ensure high quality.
• Consult and interface with customers and colleagues to gather information and propose solutions.
• Measure customer satisfaction systematically after incident resolution.
• Escalate incidents to the 3rd line support team as per standard procedures.
• Document all work during incidents, service requests, or other tickets in JIRA.
• Coach and develop 1st line support colleagues, fostering collaboration and knowledge sharing.
• Drive continuous improvement of processes to enhance performance.
• Manage and oversee KPIs and performance metrics.
• Participate in rotational after-hours and weekend support coverage.

Requirements

Qualifications and Work Experience

• Technical Engineering: Mid-level (Practical education) or Bachelor in Electronics, ICT, or equivalent.
• Application Engineering: Mid-level (Practical education) or Bachelor in Software Engineering or equivalent.
• Minimum of 5+ years’ experience in a technical System Engineering role or similar within IT, telecommunications, or healthcare sectors.
• Experience with server hardware and/or Microsoft Windows Server operating systems.
• Experience with communication, network, or medical systems.
• Proficiency with Server and Desktop Operating Systems.
• Expertise in Windows Server environments and enterprise networks (Routing, Switching, Wireless, TCP/IP).
• Experience in troubleshooting IT-related issues.
• Solid knowledge of administering, configuring, and troubleshooting Windows Server environments.
• Proficiency in SQL troubleshooting.
• Knowledge of load balancers.
• Experience with virtualized environments.
• Knowledge of data integrations using APIs or custom connectors.
• ITIL Certification.

Skills and Competencies

• Strong technical/IT knowledge, including:
• Deep knowledge of Ascom products and solutions.
• Understanding of system specifications and capabilities.
• Ability to advise on system choices in collaboration with third-party solutions.
• Design, configuration, and implementation skills in Wireless/Wired Technology, Server, Database, Virtualization, and Middleware.
• Basic understanding of Data Security and data processing.
• Ability to perform radio coverage assessments, manage ports and firewalls.
• Troubleshooting data integrations, server applications, load balancing, and clustering.

Excellent troubleshooting skills.

Advisory and consulting skills.

Coaching and feedback skills.

Time management, prioritization, and organization skills.

Customer service skills.

Effective communication and negotiation skills.

Calmness and performance under stress.

Strong drive, commitment, curiosity, and self-motivation.

Ability to meet deadlines in stressful environments.