Second Line Support Engineer

8 ore fa

Scandicci, Italia Ascom A tempo pieno

Decades of innovation Ascom is a global solutions provider focused on healthcare ICT and mobile workflow solutions.The vision of Ascom is to close digital information gaps allowing for the best possible decisions—anytime and anywhere.Ascom's mission is to provide mission-critical, near real-time solutions for highly mobile, ad hoc, and time-sensitive environments.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 Second Line Support Engineer provides advanced technical support, handling incidents escalated by First Line Support and diagnosing complex technical issues.This role performs in-depth troubleshooting, collaborates with cross-functional teams to resolve recurring or systemic problems.Conducts root cause analyses and implements permanent solutions to prevent repeat incidents.Your Contributions: Diagnose and resolve complex technical issues escalated by 1st Line Support or field engineers.Handle advanced cases such as server configurations, network outages, and software integration failures.Register and classify received Incidents to immediately act upon; create workarounds to restore a failed/erroneous solution or product service as quickly as possible Register, classify and process Service Requests Notify customers of the status of service calls, provide regular follow-ups and promptly report any delays Coordinate service requirements of customers ensuring that committed SLAs and response times are met Participate in rotational coverage for afterhours/weekend support coverage Participate in the execution of Preventive Maintenance activities The Ideal Candidate: Qualifications

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