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Ascom

1st Line Support Engineer

Ascom

. Provides technical support to customers by resolving incidents, service requests and system alerts.

Posted 5/6/2026full-timeRaleigh • North Carolina • 🇺🇸 United StatesJuniorWebsite

Tech Stack

Tools & technologies
ERPServiceNow

About the role

Key responsibilities & impact
  • Provides technical support to customers by resolving incidents, service requests and system alerts.
  • Focuses on first-level troubleshooting and escalation of issues for customers through high quality service delivery.
  • Execute assigned tasks within defined procedures, ensuring accurate incident handling and resolution.
  • Communicate effectively with customers and internal teams to clarify issues, update status, and coordinate service activities.
  • Work closely with cross-functional teams and customers.
  • Apply standard troubleshooting steps and escalate unresolved problems to 2nd Line Support or senior team members.
  • Act as the first point of contact for all incoming service requests, incidents, and alerts.
  • Handle hardware and software issues, problems with network access or end-user handling, and standard product troubleshooting.
  • Accurately log issues, actions taken, and resolutions in the service management system.
  • Keep customers informed about incident status and resolution progress in a professional and timely manner.

Requirements

What you’ll need
  • Experience with remote access tools and user support
  • Strong working knowledge of JIRA, SharePoint, ERP systems, and ServiceNow
  • Bachelor’s degree, vocational training, or equivalent experience in IT, Telecommunications, or a related field
  • Certifications in Customer Support or Customer Service a plus
  • 1-2 years working in Customer Support, Technical Helpdesk or Service Operations Department

Benefits

Comp & perks
  • Health insurance
  • Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
troubleshootingincident handlingservice request resolutionhardware supportsoftware supportnetwork access supportlogging issuescustomer support
Soft Skills
communicationcustomer serviceteam collaborationproblem-solvingtime management
Certifications
Customer Support certificationCustomer Service certification