Second Line Support Engineer - based in Lichfield

Ascom Holding AG; Lichfield; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in communication solutions is seeking a 2nd line support engineer to handle escalated support requests and provide expert assistance for their products. The role involves troubleshooting, customer interaction, and coaching of junior staff. The ideal candidate will have significant experience in technical support, particularly with communication systems and Windows Server environments. This position offers a competitive pension scheme, benefits platform, and generous annual leave.

Benefits

Competitive Pension Scheme

Benefits Platform with discounts

Life Assurance at 8 x Basic Salary

24 days Annual leave

Access to Employee Assistance Programme

Qualifications

• 5+ years’ experience in a technical support position.
• Expert knowledge on Windows Server environments.

Responsibilities

• Troubleshoot escalated customer incidents and requests.
• Provide timely responses to all assigned customer issues.
• Coach and develop 1st line support colleagues.

Skills

Troubleshooting

Customer Service

SQL

Technical Support

Education

Bachelor Electronics

Practical education

Tools

Windows Server

Service Now

Job description

Objective and Purpose

The 2^nd 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.

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 Service Now
• 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 maximise performance
• Manage and oversee KPIs and performance delivered
• Participate in rotational coverage (1 in 4)for afterhours/weekend support coverage

Requirements:

Qualifications and Work Experience

• Technical Engineering: Mid-level (Practical education) or, Bachelor Electronics / ICTor equivalent
• 5+ years’ experience in a technical support position or similar within IT
• Experience with communication (DECT and/or VoWifi), network or medical system
• 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

In exchange we can offer you:

A competitive Pension Scheme

A Benefits Platform with access to discounts with Retailers, Gyms, etc

Life Assurance at 8 x Basic Salary

24 days Annual leave in 1st Year, rising to 28 within 5 years

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