Third Line Support Engineer

2 mesi fa

Italia Ascom Holding AG A tempo pieno

Join Ascom , where we lead the way in Healthcare ICT and mobile workflow solutions worldwide. With our Swiss-based headquarters driving advancements across 19 countries for over 160 years, we're committed to revolutionizing the healthcare industry with transformative technology. Our systems are operational in over 12,000 hospitals globally, managing an incredible 800 million alerts annually. At Ascom, our dedication translates into tangible impact, enriching the experiences of everyone entering the healthcare facilities and care-homes we partner with.

The 3rd line support engineer handles and solves requests for support escalated from the 2nd 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 central and local service teams.

Your Contributions:

  • 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
  • Document all work done during an incident, service request or other ticket type
  • Participate in rotational coverage for afterhours/weekend support coverage

The Ideal Candidate:

  • Technical Engineering: Master’s or bachelor’s degree in Electronics / ICT,software engineering or equivalent
  • Strong experience in a technical System Engineering role within IT, telecommunications, or the healthcare sector.
  • Expert knowledge of Microsoft Windows Server environments and enterprise networks (Routing, Switching, TCP/IP).
  • Proficiency in troubleshooting Windows Server environments and SQL.
  • Experience with server hardware, virtualized environments, and data integrations using APIs.
  • ITIL Certification
  • Ability to design, configure, and implement Wireless/Wired Technology, Server Technology, and Virtualization Technologies.
  • 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 customer service and communication skills.

What We Offer You:

  • A company you can take pride in.
  • Inspiring and collaborative colleagues.
  • Abundant opportunities for personal and professional growth.
  • The chance to work with cutting-edge technology in the healthcare industry.
  • Flexible remote work


Join Us and Make an Impact:

Ascom is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, disability, or any other protected status. We believe that a diverse workforce strengthens our team, drives innovation, and enriches our workplace. Join us in creating an inclusive environment where everyone is valued and has equal opportunities to succeed.

Join our team at Ascom and help us realize our vision of enhancing digital information for optimal decision-making in the healthcare industry. Together, we are making a real difference in the lives of those who benefit from our technology.

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