Our Customer Care department is looking for a Project Engineer to join the Ascom team. This is a hybrid position located in our Morrisville office.

We would like you to:

Leads project implementations for SMA upgrade program. Provides advanced technical services, including, maintenance, troubleshooting, and repair of Ascom solutions.

Translate service objectives into high-quality execution, optimizing processes and supporting team performance.

Have a financial impact by directly contributing to recurring revenue through maintenance contracts and high-quality service delivery.

Execute against customer entitled upgrades based on the SMA program. Enables implementation team to focus on paid professional service projects. Supports continuous improvement of service processes.

Lead discussions with customers and internal teams to resolve complex issues and align on service delivery

Act as a key liaison across departments and with customers.

Support SMA upgrade implementation and configuration according to project requirements and technical specifications, on-site or remotely.

Perform project management and handover tasks for assigned work packages or small SMA upgrade projects.

Maintain accurate technical documentation, including configuration records, test protocols, and handover files.

Carry out system updates and basic troubleshooting in collaboration with senior engineers.

Contribute to customer communication, especially during handovers or training sessions, with guidance.

Report progress and raise risks or issues to the project manager in a timely manner.

Follow internal standards (SOPs), quality, and safety procedures, while actively participating in learning activities and onboarding.

Act as the first point of contact for all incoming service requests, incidents, and alerts. Handle typical hardware and software issues, problems with network access or end user handling, and standard product troubleshooting.

Act as the first point of contact for all incoming service requests, incidents, and alerts. Handle typical hardware and software issues, problems with network access or end user handling, and standard product troubleshooting.

Diagnose and resolve standard technical issues using predefined procedures and knowledge base resources.

Forward unresolved or high-impact incidents to 2nd Line Support with complete and accurate documentation. Follow clear escalation protocols and provide diagnostic data for effective handover.

You will need:

Knowledge of remote access tools and basic user support techniques.

Proficient in using project planning and collaboration tools such as JIRA, MS Project, SharePoint, MS Planner, as well as ERP and ServiceNow.

Ability to work constructively and collaboratively with a variety of individuals and teams.

Leads and manages projects from start to finish using professional project management methodologies and tools.

Prioritizes customer needs and satisfaction and understands how Ascom’s solutions provide value to the customer’s business

Manages workload effectively to meet response and resolution targets.

Bachelor’s degree, vocational training, or equivalent experience in IT, Telecommunications, or a related field.

Additional certifications in Project Management, Customer Support or Customer Service.

3-5 Years of experience in Project Management, Customer Support, Technical Helpdesk or Service Operations.

1-2 years experience in ticketing systems

3-5 years experience in the IT, telecommunications or healthcare sector