First Line Technical Support Engineer

Ascom Holding AG; Milano; Ibrido; EUR 24.000 - 35.000; Tempo pieno

Descrizione del lavoro

Ascom Holding AG seeks a First Line Technical Support Engineer to provide remote troubleshooting and technical assistance. The ideal candidate will have a Bachelor's in Software Engineering or equivalent, strong customer service skills, and be ready to collaborate with a team on healthcare technology solutions. This role offers a chance to work in a supportive company culture with growth opportunities.

Servizi

Collaborative colleagues and growth opportunities.

Flexible remote working arrangements.

Work with cutting-edge healthcare technology.

Competenze

• Experience in technical support within IT, telecommunications or healthcare sectors.
• ITIL certification preferred.

Mansioni

• Provide remote support, troubleshooting and technical assistance to customers.
• Register, classify, and act upon incidents and service requests.
• Ensure SLAs and response times are met.

Conoscenze

Customer service

Communication

Negotiation

Troubleshooting

SQL

Windows Server

Formazione

Bachelor’s in Software Engineering

Technical education at mid-level or equivalent

Descrizione del lavoro

Join Ascom, a global leader in Healthcare ICT and mobile workflow solutions. Headquartered in Switzerland, we operate in 19 countries, with over 160 years of experience, and systems in over 12,000 hospitals worldwide managing 800 million alerts annually. We are dedicated to transforming healthcare with innovative technology, improving experiences for healthcare facilities and care homes.

We are seeking a First Line Technical Support Engineer to be the initial contact for our customers. You will provide remote support, troubleshooting, and technical assistance, leveraging your knowledge of Ascom solutions and understanding of customer environments and end-user needs.

Your Responsibilities:

• Register, classify, and act upon incidents and service requests; create workarounds to restore services quickly.
• Communicate with customers regarding the status of their service calls, follow up regularly, and report delays.
• Collaborate with peers to troubleshoot and resolve service issues.
• Ensure SLAs and response times are met by coordinating service requirements.
• Escalate issues to higher support levels as needed, documenting all work thoroughly.
• Participate in rotational after-hours and weekend support, as well as preventive maintenance activities.

Qualifications & Experience:

• Technical education at mid-level or Bachelor’s in Software Engineering, ICT, or equivalent.
• Experience in technical support within IT, telecommunications, or healthcare sectors.
• ITIL certification is preferred.

Skills & Competencies:

• Excellent customer service, communication, and negotiation skills.
• Strong troubleshooting skills in IT and technical environments, including SQL and Windows Server configuration.
• Basic understanding of data security and data integration troubleshooting.

Personal Qualities:

• Driven, curious, and self-motivated with a strong commitment to quality.
• Ability to handle multiple requests, meet deadlines, and work systematically.
• Effective team player with excellent interpersonal skills.
• Quick learner with an interest in healthcare technology and how it adds value.

What We Offer:

• A proud, innovative company culture.
• Collaborative colleagues and growth opportunities.
• Work with cutting-edge healthcare technology.
• Flexible remote working arrangements.

Join Us and Make an Impact:

Ascom is committed to diversity, equity, and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, or other protected statuses. Join us in creating an inclusive environment where everyone can succeed.

Help us realize our vision of enhancing digital information for better healthcare decision-making. Visit us at: ascom.com