Customer Support Engineer – Radio Network
PALTRON
2nd Line Support Engineer
Ascom
full-time
Posted on:
Location Type: Hybrid
Location: Frankfurt am Main • 🇩🇪 Germany
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Resolve and coordinate customer issues to ensure customer satisfaction
- Support Ascom technicians with technical queries
- Respond to assigned customer issues within an appropriate timeframe
- Provide support services, including troubleshooting, complaint handling and maintenance
- Act as a subject-matter expert for specific Ascom products and solutions
- Ensure excellent customer service through friendly and efficient communication
- Review and ensure proper project handover to support
- Document and update customer information and maintain the ticketing system
- Perform remote maintenance and manage the remote environment
- Continuously build knowledge of Ascom technologies, networks and client-server operating systems
- Serve as an interface with customers and colleagues to collect information required for service delivery
- Collaborate with Global Support for troubleshooting and problem resolution
- Participate in on-call or duty rotation outside regular working hours
- Proactively improve support processes to meet KPI targets and increase customer satisfaction
Requirements
- Vocational training or a completed degree in a technical field, telecommunications, IT or engineering
- Enthusiasm for new technologies and complex technical challenges
- Knowledge of network and security technologies, including port openings and firewall management
- Knowledge of installing our application on servers and a basic understanding of wireless coverage
- Ability to troubleshoot in complex situations with limited supervision
- Experience in technical customer support (1st and/or 2nd level)
- Advantageous: experience with ICT systems from common vendors (Avaya, Siemens, Alcatel, Innovaphone, Mitel, Detewe or comparable solutions)
- Organizational skills to manage and prioritize own workload
- Understanding of data processing and compliance with data protection requirements
- Experience with ticketing systems (Jira) and quality assurance processes
- Strong affinity for IT and ICT or comparable systems
- Good knowledge of Windows Server and virtualization solutions is a plus
- Independent, conceptual and solution-oriented working style
- Customer focus, teamwork and resilience
Benefits
- A very exciting, meaningful and dynamic working environment at the intersection of ICT and workflow optimization
- The security of a permanent employment contract with an internationally successful ICT/MedTech company with a long tradition
- Attractive compensation, training opportunities and various benefits (JobRad/company bike, public transport subsidy, company events), as well as home office arrangements or mobile working
- A welcoming, informal culture (first-name basis) that makes it easy to settle in, and a great team in a respectful atmosphere
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingnetwork technologiessecurity technologiesfirewall managementapplication installationwireless coveragetechnical customer supportdata processingWindows Servervirtualization solutions
Soft skills
customer satisfactioncommunicationorganizational skillsteamworkresilienceindependent workingconceptual thinkingsolution-orientedenthusiasm for technologyability to prioritize
Certifications
vocational trainingdegree in technical fielddegree in telecommunicationsdegree in ITdegree in engineering