Second Line Support Engineer

We are

Ascom is a global solutions provider focused on Healthcare ICT and mobile workflow solutions Headquartered in Switzerland our business spans across countries and has been supporting the healthcare industry for years by providing them with technology to enable them to support their communities

Our systems are used in over hospitals worldwide and handle more than million alerts each year (over million alerts a day!) Our solutions positively impact the lives of everyone who visits of the hospitals or carehomes we work with

Together we can make a difference in the lives of the people who benefit from our technology

WE love to give YOU

• A company to be proud of
• Inspiring and engaging colleagues
• Good development opportunities
• Stateoftheart technology in the healthcare industry

Does the idea of working within a professional Customer Care Team solving escalated complex issues whilst providing excellent customer service sound like a role that you would excel at if so then a Second Line Support Engineer role with us might be perfect for you!

As a Second Line Support Engineer with Ascom (UK) Ltd youll work on site supporting one of our Tier Customers in Central London with occasional travel for training etc to our Head Office in Lichfield Staffordshire and will be at the forefront of investigating maintaining correcting and improving established systems at various levels working with our central and local service teams

Your days will be filled with

• Troubleshooting researching and collaborating with peers to solve escalated customer issues or requests
• Providing timely responses to assigned customer issues responding to customer service requests effectively
• Providing support related services including investigation troubleshooting complaint handling fault handling and resolution
• Ensuring the delivery of excellent customer service through efficient and accurate handling and documentation of incidents
• Running technical testing according to test protocols ensuring highquality outcomes
• Communicating with customers and colleagues researching issues and proposing solutions
• Measuring customer satisfaction after the resolution of incidents and issues
• Escalating issues to the Third Line Support Team where necessary
• Documenting activity relating to incidents issues and service requests within JIRA
• Providing coaching and development to First Line Support colleagues fostering continuous collaboration and knowledge exchange within support teams
• Driving continuous improvement of processes to maximise performance working to KPIs and performance delivery targets

The successful applicant will have a strong background in electronics and VHF/UHF conventional & Digital Communication Systems and be willing to work from the Customers site we will expect you to work from the Customer Location and will participate in the afterhours/weekend rota to ensure customer support coverage

Here at Ascom

Youre not just a number youre an individual with aspirations and thats important to us You can drive your own career and we are here to help you do that by

• Providing career progression through learning and development internal opportunities and being part of global and local initiatives and projects But dont take our word for it just ask some of our team members who have been with us for over years!

• Giving you a realworld firsthand experience about what its like to work with technology that is at the forefront of the healthcare industry

• Making a difference and having an impact on the lives in your community

Were looking for someone who has

• Experience in a technical system engineering position (or similar) within the IT telecommunication or healthcare sector
• Excellent troubleshooting skills combined with the ability to prioritise and organise
• Excellent customer service communication and negotiation skills
• Fault finding & repair of mobile and handportable equipment including our bespoke components
• Performing field installations where and when necessary
• Performing system design and custom programming of equipment
• In house training will be given in all bespoke aspects of our work
• Experience with testing products at VHF and UHF frequencies
• Experience with ATE spectrum analysers scopes and other RF related test equipment
• Experience in PLLs Oscillators Amplifiers Filters and mixers
• Experience using RF design tools eg Keysight ADS/AWR Microwave Office or D EM Simulators
• ITIL Certification would be preferred
• Full driving licence

To be considered for this role you must have the right to live and work in the UK (sponsorship is not available)

Why should you work with us

We offer more than just a job at Ascom we offer a career with real benefits which include

• Flexible hybrid work environment
• Professional development with our global Learning & Development team as well as localized internal and external training opportunities
• Opportunities to work with various teams around the world and chance to work on projects in other countries in addition to your home (role dependent)
• Supporting career agility through internal mobility
• Working with highquality medical technology in the healthcare space