Job
- Level
- Experienced
- Job Field
- IT, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Frankfurt
- Working Model
- Hybrid, Onsite
Job Technologies
Your role in the team
- Resolving and coordinating customer issues to ensure customer satisfaction.
- Support for Ascom technicians with technical questions.
- Respond to assigned customer issues in a timely manner.
- Provision of support services, including troubleshooting, complaint handling, and maintenance.
- Act as a subject matter expert for specific Ascom products and solutions.
- Ensuring excellent customer service through friendly and efficient communication.
- Check and ensure the project handover to support.
- Documenting and updating customer information as well as maintaining the ticket system.
- Conducting remote maintenance and managing the remote environment.
- Ongoing knowledge development in Ascom technologies, networks, and client-server operating systems.
- Interface with clients and colleagues for information gathering to provide the service.
- Collaboration with the Global Support for troubleshooting and problem resolution.
- Participation in on-call or standby duty outside regular working hours.
- Proactive improvement of support processes to meet KPI targets and increase customer satisfaction.
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Our expectations of you
Education
- Vocational training or a successful degree in the technical field, telecommunications, IT, or engineering.
Qualifications
- Enthusiasm for new technologies and complex technical challenges.
- Knowledge of network and security technologies, including port openings and firewalls.
- Knowledge of installing our application on servers and basic knowledge of radio coverage.
- Troubleshooting skills in complex situations and with limited guidance.
- Organizational talent for managing and prioritizing one's own workload.
- Understanding of data processing and compliance with data protection regulations.
- Strong affinity in the field of IT and ICT or comparable systems.
- Good knowledge of Windows Server and virtualization solutions is an advantage.
- Independent, conceptual, and solution-oriented working style.
- Customer orientation, team skills, and resilience.
Experience
- Experience in technical customer support (1st and/or 2nd level).
- Advantage: Experience with ITK systems from common manufacturers (Avaya, Siemens, Alcatel, Innovaphone, Mitel, Detewe, or comparable solutions).
- Experience with ticketing systems (Jira) and quality assurance processes.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Job Locations
This is your employer
Ascom
Ascom provides innovative solutions in the health ICT sector and for mobile workflows to deliver critical information in real-time. Their goal is to optimize decision-making in time-critical situations.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Healthcare, Social Sector
2nd Line Support Engineer
- Location
- Frankfurt
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
