Second Line Support Engineer - based in Lichfield

Ascom; Lichfield; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in IT Services is seeking a Second Line Support Engineer based in Lichfield. The role involves troubleshooting escalated issues, providing expert support for Ascom products, and ensuring excellent customer service. Candidates should have a strong technical background, with experience in IT support and relevant qualifications. This full-time position offers competitive benefits including a pension scheme and life assurance.

Benefits

Competitive Pension Scheme

Benefits Platform with Retail Discounts

Life Assurance at 8 x Basic Salary

24 days Annual Leave

24/7 Employee Assistance Programme

Qualifications

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

Responsibilities

• Troubleshoot and solve escalated customer incidents.
• Provide timely responses to customer issues.
• Document all work done during incidents.

Skills

Troubleshooting

Customer Service

Technical Support

Collaboration

Education

Bachelor Electronics / ICT

Technical Engineering

Tools

Windows Server

SQL

TCP/IP

Job description

Second Line Support Engineer - based in Lichfield

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Second Line Support Engineer - based in Lichfield

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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.

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 / ICT or 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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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