Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Troubleshoot and solve customer support issues for Ascom products, both remotely and on-site.
- Company: Join a leading tech company focused on innovative communication solutions.
- Benefits: Enjoy competitive salary, health benefits, and opportunities for professional growth.
- Why this job: Make a real difference by helping customers and improving tech systems.
- Qualifications: Mid-level technical education or equivalent experience in IT or telecommunications.
- Other info: Dynamic role with opportunities for continuous learning and career advancement.
The predicted salary is between 36000 - 60000 £ per year.
Objective and Purpose
The 2nd line support engineer handles and solves requests for support escalated from the 1st level and performs expert support services for Ascom products and solutions remotely and/or on-site. He/she performs various activities to investigate, maintain, correct and improve established systems at various levels of expertise required by both central and local service teams.
Reporting
The job holder reports to: Customer Care Manager
Key Tasks and Responsibilities
- 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 and 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.
- Systematically measure customer satisfaction after resolution of incidents.
- Escalate incidents to 3rd line support team as mandated by standard processes.
- Document all work done during an incident service request or other ticket types in JIRA.
- Coach and develop 1st line support colleagues and foster continuous collaboration and knowledge exchange within support teams.
- Drive systematic and continuous improvement of processes to maximize performance.
- Manage and oversee KPIs and performance delivered.
- Participate in rotational coverage for after-hours/weekend support coverage.
Requirements Qualifications and Work Experience
- Technical Engineering: Mid-level (Practical education) or Bachelor Electronics / ICT or equivalent.
- Application Engineering: Mid-level (Practical education) or Bachelor SW engineering or equivalent.
- Practical Application: An engineering approach with connotations of precision, predictability, measurement, risk mitigation and professionalism.
- 5 years experience in a technical System Engineering position or similar within IT, telecommunication or healthcare sector.
- Experience with server hardware and/or Microsoft Windows Server operating systems.
- Experience with communication network or medical systems.
- Experience with Desktop Operating systems.
- Expert knowledge on Windows Server environments and enterprise network environments (Routing, Switching, Wireless networks, TCP/IP).
- Experience in technical/IT-related troubleshooting.
- SQL troubleshooting proficiency.
- ITIL Certification.
Key Skills
- Environment
- ABB Community Support
- Irrigation
- Loans
- Filing
Employment Details
- Employment Type: Full Time
- Experience: years
- Vacancy: 1
Second Line Support Engineer in Lichfield employer: Ascom
Contact Detail:
Ascom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Second Line Support Engineer in Lichfield
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT and telecommunications sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your technical projects and achievements. This is a great way to demonstrate your expertise in troubleshooting and system engineering, especially with Ascom products.
✨Tip Number 3
Prepare for interviews by brushing up on common technical questions related to Windows Server environments and network troubleshooting. Practice explaining your thought process when solving problems, as this will show your analytical skills and approach to customer service.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals like you. Plus, it’s a great way to ensure your application gets the attention it deserves. Let’s get you that Second Line Support Engineer role!
We think you need these skills to ace Second Line Support Engineer in Lichfield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with technical support and troubleshooting, especially in IT or telecommunications. We want to see how your skills align with the role of a Second Line Support Engineer, so don’t hold back on showcasing relevant projects!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about providing excellent customer service and how your background makes you a perfect fit for our team. We love seeing enthusiasm and a personal touch!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex technical issues in the past. We’re looking for candidates who can demonstrate their ability to troubleshoot and resolve incidents effectively, so share those success stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Ascom
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Ascom products and solutions. Be ready to discuss your experience with server hardware, Windows Server environments, and troubleshooting techniques. The more confident you are in your expertise, the better you'll perform.
✨Show Off Your Problem-Solving Skills
Prepare to share specific examples of how you've tackled complex technical issues in the past. Think about times when you collaborated with peers to resolve escalated incidents. This will demonstrate your ability to handle customer requests effectively and showcase your teamwork skills.
✨Customer Service is Key
Since this role involves a lot of customer interaction, be ready to discuss how you ensure excellent customer service. Talk about your approach to handling complaints and how you measure customer satisfaction after resolving incidents. This shows that you value the customer experience.
✨Get Familiar with JIRA
As documentation is crucial for this role, make sure you know how to use JIRA or similar ticketing systems. Be prepared to explain how you document incidents and track progress. This will highlight your organisational skills and attention to detail, which are essential for success in this position.
