Second Line Support Engineer - based in Lichfield

TN United Kingdom; Lichfield; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in healthcare ICT is seeking a Second Line Support Engineer based in Lichfield. The role involves resolving escalated support requests, providing expert assistance for Ascom products, and maintaining high customer satisfaction. Candidates should have significant technical support experience, strong troubleshooting skills, and relevant qualifications.

Benefits

Access to a benefits platform with discounts

Life Assurance at 8x basic salary

24 days annual leave in the first year

Access to a 24/7 Employee Assistance Programme

Qualifications

• 5+ years’ experience in technical support or similar within IT.
• Expertise in Windows Server environments and enterprise networks.
• ITIL Certification.

Responsibilities

• Troubleshoot and resolve escalated customer incidents.
• Provide expert support for Ascom products and solutions.
• Document all work in ServiceNow during incidents.

Skills

Troubleshooting

Customer Service

Collaboration

Technical Support

Education

Bachelor in Electronics/ICT or equivalent

Job description

Social network you want to login/join with:

Second Line Support Engineer - based in Lichfield, Lichfield

Client: Ascom

Location: Lichfield, UK

Job Category: Other

EU work permit required: Yes

Job Reference: eaf13c20bf3e

Job Views: 3

Posted: 19.05.2025

Expiry Date: 03.07.2025

Job Description

Ascom is a global solutions provider focused on healthcare ICT and mobile workflow solutions. The vision of Ascom is to close digital information gaps allowing for the best possible decisions—anytime and anywhere. Ascom’s mission is to provide mission-critical, near real-time solutions for highly mobile, ad hoc, and time-sensitive environments.

Objective and Purpose

The second line support engineer handles and resolves support requests escalated from the first level and provides expert support services for Ascom products and solutions, remotely and/or on-site. They investigate, maintain, correct, and improve established systems at various levels of expertise required by both central and local service teams.

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 activities including investigation, troubleshooting, complaint handling, and fault management.
• Ensure excellent customer service and protect service margins through fast and accurate incident handling and documentation.
• Maintain traceability of deployed Ascom products and solutions.
• Conduct technical testing according to protocols to ensure high quality.
• Interface with customers and colleagues to gather information and propose solutions.
• Measure customer satisfaction systematically after incident resolution.
• Escalate incidents to 3rd line support as per standard processes.
• Document all work in ServiceNow during incidents, requests, or other tickets.
• Coach and develop 1st line support colleagues and foster continuous knowledge exchange.
• Drive continuous process improvements to maximize performance.
• Manage and oversee KPIs and performance metrics.
• Participate in rotational after-hours/weekend support coverage (1 in 4).

Requirements

Qualifications and Work Experience

• Technical Engineering: Mid-level (Practical education) or Bachelor in Electronics/ICT or equivalent.
• 5+ years’ experience in technical support or similar within IT.
• Experience with communication systems (DECT and/or VoWifi), networks, or medical systems.
• Expertise in Windows Server environments and enterprise networks (Routing, Switching, Wireless, TCP/IP).
• Proven troubleshooting skills in IT environments.
• ITIL Certification.

Benefits

Access to a benefits platform with discounts at retailers, gyms, etc.

Life Assurance at 8x basic salary.

24 days annual leave in the first year, increasing to 28 days within 5 years.

Access to a 24/7, free, confidential Employee Assistance Programme.