Second Line Support Engineer

Ascom; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading technology provider in the UK seeks a 2nd line support engineer to manage customer support requests and ensure service excellence. The ideal candidate will have extensive experience in IT telecommunications or healthcare sectors, a background in electronics or software engineering, and a strong grasp of Windows Server environments. This full-time role requires a proactive approach to troubleshooting and excellent communication skills while offering opportunities for professional growth in a supportive team.

Qualifications

• 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.
• Expert knowledge on Windows Server environments and enterprise network environments.

Responsibilities

• Troubleshoot and research to solve escalated customer incidents.
• Provide timely responses to all assigned customer issues.
• Document all work done during an incident service request in JIRA.

Skills

Technical Engineering

Application Engineering

SQL troubleshooting proficiency

Education

Bachelor Electronics / ICT

Bachelor SW engineering

ITIL Certification

Tools

Microsoft Windows Server

JIRA

Job description

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 central and local service teams.

The job holder reports to : Customer Care Manager

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 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.
• SQL troubleshooting proficiency.
• ITIL Certification.

Key Skills

Environment, ABB, Community Support, Irrigation, Loans, Filing.

Employment Type

Full Time

Experience

years

Vacancy

1