First Line Technical Support Engineer

Ascom Holding AG; Liguria; Remoto; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

A healthcare technology company in Liguria is seeking a First Line Technical Support Engineer. You will be the primary contact for customer support, focusing on troubleshooting and resolving issues. The ideal candidate has a Bachelor's degree in SW Engineering or ICT and experience in IT or healthcare. This role offers opportunities for personal and professional growth, along with flexible remote work arrangements.

Servizi

Opportunities for personal and professional growth

Collaborative work environment

Flexible work arrangements

Competenze

• Previous experience in technical support within IT or healthcare.
• ITIL Certification.

Mansioni

• Register and classify incidents for immediate action.
• Update customers on the status of service calls.
• Troubleshoot and collaborate to resolve service issues.
• Participate in rotational after-hours support.

Conoscenze

Excellent customer service

Strong troubleshooting skills

Proficiency in SQL troubleshooting

Knowledge of Data Security

Communication skills

Understanding of data integrations

Formazione

Bachelor's degree in SW Engineering or ICT

Technical education at mid-level

Strumenti

Windows Server

Descrizione del lavoro

Join Ascom, a leader in Healthcare ICT and mobile workflow solutions worldwide. With our Swiss-based headquarters supporting operations across 19 countries for over 160 years, we are committed to transforming the healthcare industry with innovative technology. Our systems are operational in over 12,000 hospitals globally, managing approximately 800 million alerts annually. At Ascom, we aim to make a tangible impact, enhancing experiences for everyone entering the healthcare facilities and care homes we partner with.

We are seeking a First Line Technical Support Engineer to be the initial contact point for our customers, providing prompt and effective remote support by accessing customer systems. Your focus will be on rapid troubleshooting and technical assistance, supported by a strong knowledge of Ascom solutions, products, and services, as well as an understanding of customer environments and end-user needs.

Your Responsibilities :

• Register and classify incidents to enable immediate action; create workarounds to restore failed or erroneous solutions or services quickly.
• Register, classify, and process Service Requests.
• Update customers on the status of service calls, provide regular follow-ups, and inform about any delays.
• Troubleshoot, research, and collaborate with peers to resolve service issues.
• Coordinate service requirements to meet SLAs and response times.
• Escalate and hand over service calls as needed to meet contractual SLAs.
• Escalate issues to 2nd line support as per standard procedures.
• Escalate repeated service calls and requests to management promptly.
• Document all work performed during incidents, service requests, or other tickets.
• Participate in rotational after-hours and weekend support coverage.
• Assist in preventive maintenance activities.

The Ideal Candidate :

Qualifications & Experience :

Technical education at mid-level (practical) or a Bachelor's degree in SW Engineering, ICT, or equivalent.

Previous experience in technical support within IT, telecommunications, or healthcare sectors.

ITIL Certification.

Skills & Competencies :

Excellent customer service, communication, and negotiation skills.

Strong troubleshooting skills in technical / IT topics.

Engineering mindset emphasizing precision, predictability, and professionalism.

Proficiency in SQL troubleshooting.

Experience configuring and troubleshooting Windows Server environments.

Basic knowledge of Data Security.

Ability to troubleshoot and understand data integrations.

Personal Qualities :

Strong drive and commitment.

Curiosity and self-motivation.

Ability to handle multiple customer requests and meet deadlines.

Structured approach with good planning skills.

Team-oriented with excellent interpersonal and communication skills.

Quick learner with an interest in technical and IT topics, and understanding of how Ascom’s products create value for customers.

What We Offer :

A proud, reputable company.

Collaborative and inspiring colleagues.

Opportunities for personal and professional growth.

Work with cutting-edge healthcare technology.

Flexible remote work arrangements.

Join Us and Make a Difference :

At Ascom, we are committed to diversity, equity, and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, disability, or other protected statuses. We believe a diverse workforce drives innovation and enriches our workplace. Join us in fostering an inclusive environment where everyone can succeed.

Help us realize our vision of enhancing digital information for better healthcare decision-making. Together, we can make a meaningful difference.

Learn more about us at : ascom.com

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