Second Line Support Engineer

Ascom; Scandicci; Hybrid; EUR 38,000 - 52,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Ascom is seeking a Second Line Support Engineer to tackle complex incidents in healthcare IT environments. You’ll support hospital customers, troubleshoot advanced issues, and help ensure secure, stable systems in mission-critical operations.

Ideal candidates include graduates in ICT or software engineering, with customer-care experience and a strong technical foundation. The role offers hybrid work and opportunities to grow into healthcare software expertise.

Qualifications

• Education in ICT, software engineering, biomedical engineering, or similar (or equivalent experience).
• Practical experience or strong knowledge of customer support workflows.
• Understanding of data security principles.
• Ability to analyze problems and communicate clearly with both colleagues and customers.

Responsibilities

• Diagnose and resolve complex technical issues escalated from First Line Support or field engineers.
• Work hands-on with Windows Server environments, SQL databases, and system integrations.
• Analyze recurring issues and support root cause analysis and long-term fixes.
• Register, classify, and process incidents and service requests.
• Communicate clearly with customers, providing updates and managing expectations.
• Support SLAs and participate in structured on-call / weekend rotations.
• Take part in preventive maintenance activities to ensure system stability.

Skills

Customer support

Problem solving

Communication

Team collaboration

Education

ICT degree

Biomedical engineering background

Tools

Windows Server

SQL databases

System integrations

Job description

At Ascom, we build technology that truly matters. Our healthcare IT solutions are used in over 12,000 hospitals worldwide, supporting critical workflows and handling hundreds of millions of alerts every year. This role sits close to the heart of our operations—where technology, healthcare, and real‑world problem solving meet.

Due to continued growth and increasing customer demand, we are expanding our team. This is not a temporary backfill, but a long‑term investment in delivery capacity and talent development.

The Role

As a Second Line Support Engineer, you will work on complex technical issues that go beyond basic helpdesk tasks. You’ll support hospital and healthcare customers, troubleshoot advanced incidents, and help ensure stable, secure systems in mission‑critical environments.

This role is ideal for:

• Young graduates in biomedical, ICT, or software engineering
• IT professionals with customer care / support experience and solid technical foundations
• Engineers who want to grow into healthcare software and systems expertise

What You’ll Do

• Diagnose and resolve complex technical issues escalated from First Line Support or field engineers
• Work hands‑on with Windows Server environments, SQL databases, and system integrations
• Analyze recurring issues and support root cause analysis and long‑term fixes
• Register, classify, and process incidents and service requests
• Communicate clearly with customers, providing updates and managing expectations
• Support SLAs and participate in structured on‑call / weekend rotations
• Take part in preventive maintenance activities to ensure system stability

This is a software‑and system‑focused role, not hardware‑heavy.

What You Bring (Must‑Have)

• Education in ICT, software engineering, biomedical engineering, or similar (or equivalent experience)
• Practical experience or strong knowledge of:
• Customer support / helpdesk workflows
• Understanding of data security principles
• Ability to analyze problems and communicate clearly with both colleagues and customers

Nice to Have

• Experience in hospital or healthcare environments
• ITIL certification
• Graduates with strong internships or hands‑on lab experience
• Interest in biomedical or clinical software systems

Why Join This Team

• Stable growth & long‑term demand – roles support future delivery, not firefighting
• Meaningful work – real impact on hospital operations and patient safety
• Expert environment – learn from highly experienced colleagues in a centre‑of‑expertise setup
• Clear development path – strong entry point into healthcare technology with progression
• People‑first leadership – hiring to protect team balance and sustainability
• Flexible work model – hybrid setup supported

Diversity & Inclusion Statement

Ascom is an equal opportunity employer. We welcome applications from all qualified individuals, regardless of background, and are committed to creating an inclusive environment where everyone is valued and has equal opportunities to succeed.