First Line Technical Support Engineer

Ascom Holding AG; Veneto; Ibrido; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

A leading healthcare ICT company is seeking a First Line Technical Support Engineer based in Italy, Veneto. The role involves providing remote support and troubleshooting for customers, managing incidents, and ensuring service level agreements are met. Ideal candidates should possess a technical background and experience in IT support, along with excellent customer service skills. Work with innovative healthcare technology and enjoy flexible remote options.

Servizi

Collaborative colleagues and growth opportunities

Work with cutting-edge healthcare technology

Flexible remote work options

Competenze

• Experience in technical support within IT, telecommunications, or healthcare sectors.
• Proficient in SQL troubleshooting and Windows Server environments.

Mansioni

• Register and classify incidents; create workarounds to restore services quickly.
• Process service requests and keep customers informed of status updates.
• Collaborate with peers to troubleshoot and resolve issues.
• Ensure SLAs and response times are met; escalate issues as needed.
• Document all work activities thoroughly.
• Participate in rotational after-hours and weekend support.
• Assist with preventive maintenance activities.

Conoscenze

Excellent customer service

Strong troubleshooting

Communication skills

Negotiation skills

SQL troubleshooting

Windows Server environments

Formazione

Technical education or Bachelor's degree in SW engineering / ICT

ITIL Certification

Descrizione del lavoro

Join Ascom, a leader in Healthcare ICT and mobile workflow solutions worldwide. Headquartered in Switzerland, we operate across 19 countries, supporting over 12,000 hospitals globally and managing 800 million alerts annually. Our mission is to revolutionize healthcare through innovative technology, improving experiences for healthcare professionals and patients alike.

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

Your Responsibilities:

• Register and classify incidents; create workarounds to restore services quickly.
• Process service requests and keep customers informed of status updates.
• Collaborate with peers to troubleshoot and resolve issues.
• Ensure SLAs and response times are met; escalate issues as needed.
• Document all work activities thoroughly.
• Participate in rotational after-hours and weekend support.
• Assist with preventive maintenance activities.

Ideal Candidate:

Qualifications & Experience:

• Technical education or Bachelor's degree in SW engineering / ICT or equivalent.
• 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 IT-related topics.
• Proficiency in SQL troubleshooting and Windows Server environments.
• Basic understanding of Data Security and data integrations.

Personal Qualities:

• Driven, curious, and self-motivated.
• Ability to handle multiple requests and meet deadlines.
• Structured, with good planning skills.
• Team player with excellent interpersonal skills.

What We Offer:

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

Join Us:

At Ascom, we value diversity and are committed to an inclusive workplace. We welcome applicants from all backgrounds and do not discriminate. Join us in making a difference in healthcare through technology.

Learn more about us at: ascom.com