Support Engineer

• Troubleshoot and resolve escalated technical incidents and service requests
• Provide expert-level support for Ascom products and solutions
• Collaborate with internal teams and customers to identify and implement solutions
• Perform investigation, fault analysis, and root-cause identification
• Ensure accurate documentation and traceability of all cases
• Support system maintenance, testing, and improvement activities
• Contribute to high-quality customer service and efficient issue resolution
• Participate in after-hours/on-call support when required

Global Third Line Support Engineer

• Ge first ‑ och second ‑ line support till användare, både onsite i Stockholm och remote till andra kontor.
• Felsöka och lösa avancerade problem inom operativsystem (Windows, Linux, macOS), nätverk, användarutrustning och applikationer.
• Arbeta med drift och underhåll av kontors ‑ och användarutrustning såsom laptops, arbetsstationer, mobila enheter, skrivare samt mötes ‑ och videokonferensutrustning.
• Hantera supportärenden via ticketsystem, där direktkontakt med användare uppmuntras men alltid dokumenteras.
• Samarbeta tätt med systemingenjörer kring förbättringar inom infrastruktur, verktyg och arbetssätt.
• Stödja och arbeta med utvecklings ‑ och processtödjande verktyg som Git, SVN, Jira och interna portaler på användar ‑ och stödnivå.
• Successivt involveras i mer avancerade tekniska och infrastrukturella uppgifter i takt med att du växer i rollen.

IT Support Engineer

• Providing second-line technical support to operator clients via tickets, phone, email, and chat — owning the dialogue and driving issues to resolution
• Troubleshooting API integrations, SIP/VoIP call flows, and backend system behaviour to identify and communicate root causes
• Performing database queries to investigate backend issues and provide engineering teams with precise technical insights
• Acting as a primary liaison between customers and engineering, escalating and prioritising complex issues
• Working alongside the team to build long-term technical trust with major platform clients
• Contributing to team knowledge, internal documentation, and FAQ resources based on real-world customer interactions
• Effectively utilising internal AI tools to accelerate troubleshooting and resolution
• Work under the direction of the Incident Management Lead to triage alerts, distribute workload, and drive parallel resolution tracks
• Contribute to real-time incident documentation — capturing timeline, actions taken, and impact
• Participate in post-mortem reviews and flag gaps or improvement opportunities in runbooks and playbooks
• Participate in the rotating on-call schedule (beredskap), approximately one week per month, responding to incidents outside business hours within agreed SLA targets

Tech Support Engineer – Incident Specialist

• Develop detailed project scope of work to summarise in clear terms the system functionality specific to client/end user needs for each project
• Complete remote site survey (as needed) of project location(s) to assess site conditions, recognise potential difficulties, and compile all information to share with project team
• Diagnose errors or technical problems and determine proper solutions
• Develop & Deliver Webinar training courses
• Produce timely and detailed service reports
• Cooperate with technical team and share information across the organisation
• Comprehend customer requirements and make appropriate recommendations/briefings
• Assist Outside Sales to assess project functionality to compose a bill of materials that accurately reflects the project scope of work
• Work in coordination with project team to successfully complete each project
• Provide guidance & assistance to customers for installation methods & procedures
• Identifies and communicates long lead items
• Monitors and supervises the progress of projects
• Meet with vendors to assist in evaluating product if requested
• Provides metric and data analysis, insight and recommendations
• Assist in educational and training programs for ADI field sales and customer

Lead Technical Support

• Ge support och svara på frågor om datadrivna projekt
• Inspirera och sprida kunskap genom presentationer
• Felsöka och fånga upp användarbehov
• Kommunicera förbättringsförslag till utvecklingsteam

Data & AI Support Engineer

• Participate in after hours on call rotation including evenings and weekends.
• Serve as the first point of contact for all incoming help desk requests, performing initial triage, troubleshooting, and resolution or escalation.
• Monitor and analyze system logs, alerts, and telemetry to proactively identify and address potential failures before they impact operations.
• Develop, maintain, and track outage logs capturing incident details, root causes, corrective actions, and resolution times.
• Prepare and deliver resolution reports documenting outages, corrective measures, and lessons learned.
• Conduct root cause and impact analysis of all significant outages and submit detailed reports to program management and stakeholders.
• Interface directly with end users and stakeholders to provide real time monitoring, troubleshooting, and issue resolution.
• Log, track, and document all help desk requests with sufficient detail to support root cause analysis, service level reporting, and performance tracking.
• Perform monthly performance analysis of help desk operations, including response times, resolution rates, and stakeholder satisfaction metrics.
• Identify trends and recurring issues through ongoing analysis of help desk data and provide recommendations for corrective actions, system improvements, and preventive measures.
• Provide continuous service improvement support including recommending and implementing best practices, automation opportunities, and process enhancements to reduce downtime and improve response efficiency.
• Provide quarterly summaries of help desk request logs and workload summaries.

Technical Support

• Troubleshoot technical issues and deliver support, remote and on-site support.
• Manage VIP support requests, maintaining a high standard of efficiency.
• Operate within the Service Management system, resolving tickets.
• Document ticket management, troubleshooting methods, and solutions.
• Maintain knowledge base articles for both end-users and IT staff.
• Ensure inventory records are up to date.
• Offer support for hardware and software, including printers, conference room technology, and shared resources.
• Be the site support IT representative in internal projects.
• Configure computers, phones, and other hardware.

Global Support Technician

• Support and develop virtualized and private cloud environments using technologies such as VMware vSphere, vRealize Operations, vCloud Director, and vCloud Usage Meter.
• Contribute to stable, scalable, and secure multi-tenant environments, including capacity planning, templates and media file management, and ongoing platform improvements.
• Resolve incidents and service requests through structured ticket handling, collaboration, and continuous improvement.
• User license and access management, solving and managing support issues continuously.
• Support and train our Global users and Power Users.
• Reporting and collaborating with 3rd line support (Vendor and Application Suppliers).
• Use automation and scripting (PowerShell) to improve reliability, efficiency, and user experience.
• Ability to work collaboratively in cross-functional teams

Application Support Analyst

• Responsible for supporting our global PLM & Engineering apps users (e.g. Teamcenter, Active Workspace, NX, Engineering Base, BIM / ACC and Polarion).
• Responsible for application documentation, creation of guidelines and training material.
• Support and maintain our 3D standard libraries.
• User license and access management, solving and managing support issues continuously.
• Support and train our Global users and Power Users.
• Reporting and collaborating with 3rd line support (Vendor and Application Suppliers).
• Arranging User and Power User meetings.
• Provide user support and training across departments
• Strong understanding of PLM principles and lifecycle management.
• Ability to work collaboratively in cross-functional teams

• Provide hands-on IT support for PCs, peripherals, and applications (Windows, Microsoft 365, Teams, Outlook)
• Manage device onboarding and configuration using Microsoft Intune and Windows Autopilot
• Oversee the full device lifecycle: procurement, setup, compliance, patching, inventory, and disposal
• Handle employee offboarding, including device recovery and account deprovisioning
• Administer user access across systems (Entra ID, Business Central, CRM) following approved processes
• Own and resolve IT support tickets while maintaining clear communication with users
• Create and maintain IT documentation, guides, and runbooks
• Support security best practices (MFA, conditional access, endpoint compliance)
• Collaborate with internal teams and external vendors across EMEA and globally

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