Objective and Purpose

The 2^nd 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

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 JIRA
• 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 maximize performance
• Manage and oversee KPIs and performance delivered
• Participate in rotational coverage for afterhours/weekend support coverage

Requirements

Qualifications and Work Experience

• Technical Engineering: Mid-level (Practical education) or, Bachelor Electronics / ICT or equivalent

• Application Engineering: Mid-level (Practical education) or, Bachelor SW engineering or equivalent
• Practical Application: An engineering approach with connotations of precision, predictability, measurement, risk mitigation, and professionalism
• 5 + years’ experience in a technical System Engineering position or similar within IT, telecommunication or healthcare sector
• Experience with server hardware and/or Microsoft Windows Server operating systems
• Experience with communication, network or medical systems
• Experience with Server and Desktop Operating systems
• Expert knowledge on Windows Server environments and enterprise network environments (Routing, Switching, Wireless networks, TCP/IP)
• Experience in technical / IT-related troubleshooting
• Solid knowledge administering, configuring, and troubleshooting Windows Server environments
• SQL troubleshooting proficiency
• Knowledge on load balancers
• Solid knowledge configuring and troubleshooting virtualized environments
• Knowledge troubleshooting data integrations using API or custom data connectors
• ITIL Certification

Skills and Competencies

• Highly skills in technical / IT-related topics:
  • Ascom products portfolio: deep knowledge of and technical expertise in Ascom systems and solutions
  • Integration: solid understanding of technical specifications and capabilities of key systems and solutions
  • Architecture: ability to consult on choices of systems to be used in cooperation with 3rd party solutions
  • Deep knowledge and ability to design, configure, install and implement Wireless/Wired Technology, Server Technology, Database Technology, Virtualization Technologies and Middleware
  • Fundamental knowledge of Data Security, and how to process data correctly.
  • Ability to perform Radio coverage assessments, manage port opening and firewalls
  • Ability to troubleshoot and understand data integrations, server applications such as load balancing and clustering functions
• Excellent troubleshooting skills
• Strong advisory and consulting skills
• Strong coaching and feedback skills
• Time management, strong prioritization and organizing skills
• Strong customer service skills
• Good communication and negotiation skills
• Ability to stay calm and perform in stressful situations
• Strong drive and commitment
• Curious and self-driven
• Ability to perform in stressful environment and to meet deadlines