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Technical Support Engineer II

Company: Ascom
Location: Bradenton
Posted on: June 12, 2019

Job Description:



This position

will provide troubleshooting and resolution of technical issues via in-person,

phone and web-based communication for Ascom products (such as Nurse Call,

Emergency Call, Mobility, and Unite Middleware Systems). The Technical Support Engineer II will own

and resolve customer support issues while handling and exercising judgment in

escalating issues within defined practices and policies.

Qualifications




  • Associates degree or 4 years Ascom product experience.Or, 5+ years' experience working with Nurse Call, Middleware, telecommunications, or wireless technology (DECT or 802.11)

  • 2 years' experience in Customer Support role utilizing phone, e-mail and web-based systems

  • 3 years' experience with server hardware and Microsoft Windows Server operating systems

  • 2 year experience with telecommunications, IT or WLAN

  • 2 year experience with Desktop Operating systems

  • 2 year experience with basic IP communication
  • Subject matter expert in one Ascom product line along with working knowledge in all Ascom products

  • Microsoft Server and Desktop operating systems

  • Microsoft SQL Server

  • TCP/IP Networking

  • Wireless Networking

  • PC skills (Microsoft Office)

  • Basic telephony knowledge

  • Excellent customer management skills

  • Escalation management skills

  • Excellent interpersonal skills, including verbal and written communications

  • Excellent troubleshooting and problem solving skills

  • Detail oriented, highly responsive and customer focused

  • Ability to work independently and have a strong social presence with team interaction


    Training

    Technical Support Engineer II must successfully complete within the first 9 months in position (obtain certification where applicable):


    • All Technical Support Engineer I required training (IP-DECT, UNITE, VoWiFi, Telecare IP, Telligence)

    • UNITE Advanced


      Responsibilities




      • Provide level II advanced technical

        troubleshooting and problem resolution via in-person, phone, email and

        network tools in order to troubleshoot, fix or triage customer support

        issues

      • Investigate and isolate hardware and software

        problems using documented procedures and appropriate tools

      • Interface with customers and peers to collect

        information needed for troubleshooting and problem resolution while

        escalating issues within defined practices and policies. Collaborate with

        internal groups as needed

      • Establish and maintain advanced technical

        knowledge in networking, operating systems, and all Ascom products at the

        administrator level, with successful completion of Ascom technical

        training classes and industry training through self-education

      • Follow defined process and procedures for

        documenting, tracking, and managing customer support issues via the issue

        tracker

      • Identify opportunities and provide input to

        improve overall service delivery processes, tools/systems, documentation

        and support capabilities

      • Leadership in maintaining technical support lab

        equipment and records

      • Provide cross training and mentoring for more

        junior technical support engineers

      • Perform on-call coverage and after-hours duty as

        business needs dictate

      • Position will require travel up to 30% of the

        time, including overnight travel

      • Other duties as assigned






        Personal Skills

        Since we are an international company and have collaboration with people in different countries, it is important that one has an understanding of cultural diversity. It is fundamental that this candidate has the ability to cooperate and to guide others through mentoring and coaching. This role optimizes time management skills and the ability to plan and prioritize your own work. We also believe that you are able to work independently and like to work process-oriented.

        Working at Ascom

        We offer an open and international environment where personal initiative is both expected and appreciated. Our culture is reflected by the Ascom Way and its six principles: Customer Focus, Accountability & Commitment, Growth, Innovation, Leadership, We are Ascom. Key aspects are to create customer value in everything we do, take calculated risks, be curious and creative, and be passionate and inspire. Ascom is a company where you will be able to engage with all parts of the value stream, from development to sales, manufacturing, supply chain and service delivery. If you are motivated by making a real difference in your work, you are probably one of us.



        Benefits

        Ascom recognizes employees as people with responsibilities outside of the office. There is a true desire to provide optional tools that assist employees in protecting themselves as well as their immediate family.

        Group benefits start with major medical insurance with a national carrier. Dental, Vision, Life and LTD insurances are included at little to no additional cost for employee or family coverage.

        Ascom contributes a majority of the costs for employees to obtain coverage for themselves and their family.

        We provide employees with an optional 401k plan after 60 days of full time employment.

        These benefits are available to employees that meet the eligibility requirements as stated in each benefits plan document.

        Ascom (US) Inc. is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, marital status, family responsibilities, pregnancy, genetic information, protected veteran or military status, and regardless of whether the qualified applicants are individuals with disabilities.

        The selection process is starting soon so, apply now!

        The Ascom workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation (including any technical assistance with the Ascom Careers website or submission process), whether during the job application, hiring process, or afterwards are selected for an Ascom position, please call 919-535-6151 or contact us via email at tatiana.franco@ascom.com.

Keywords: Ascom, Bradenton , Technical Support Engineer II, IT / Software / Systems , Bradenton, Florida

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