About this role
Ascom Remote Monitoring is a proven way to maximize availability and reliability of critical systems in healthcare, industry, hospitality, retail, security, and other sectors. Remote monitoring allows for early detection of errors and possible intervention to resolve them before a disrupting incident occurs.
Ascom Remote Monitoring includes:
− Application status log monitoring that allows Ascom support to take pre-emptive and corrective action.
− Status monitoring that strengthens our ability to provide detailed insights into system performance.
− Our transparency packages include periodic reports and can include optional dashboards, giving insight and visibility into uptime, alerts, critical errors and trending, i.e. data that can be used to make improvements.
− Corrective actions and system maintenance that requires expertise and experience.
Ascom is now in the process of scaling up our market presence with remote monitoring and will start building a central team of experts to run and operate the service and assist local colleagues.
The Global Remote Monitoring technician will be working as part of a Global Team managed from Gothenburg with colleagues from different countries.
The role
As the Global Remote Monitoring technician, you will work very close to the countries operating the remote monitoring at Ascom customers. You will become expert in working in our monitoring applications ServiceNow and Zabbix to identify actual and potential errors in Ascom solutions at the end customers. You will be working closely with the local service desk and service engineers in the countries where Ascom operates.
You will be a key person to identify improvements and enhancements to the service.
To be successful in this role you need to have a technical background and experience from working within support/customer care to end user customers. You should be able to understand and work with documentation, and it is crucial to be a fast learner from the cooperation with the local engineers.
Key tasks and responsibilities
Monitor and act on incoming alerts during office hours (CET)
Create incident cases when needed
Pass incident to local 2nd line technician if action is required
Correct response to event
Analyze events and create sales leads, problem tickets, change requests etc.
Finalize alerts in the monitoring application
Regularly screen warning Alerts for potential low-prior incidents
Analyze all events/alerts to suggest improvements in filtering and suggestions of corrective action.
Prepare performance reports on determined frequency
Assist the countries in setting up new customers and enable the remote monitoring service. This includes installation and configuration of the remote monitoring tools.
Resolving customer incidents when conditions allow.
Qualifications and work experience
Technical Engineering: Entry/Mid-level (Practical education) or, Bachelor Electronics / ICT or equivalent
Application Engineering: Entry/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
Systems Engineering or technical education
Experience in technical / IT-related troubleshooting
Minimum 2 years of experience in help -desk or similar environment
Skills and Competencies
Skills in technical / IT-related topics
Ascom product portfolio: deep knowledge of and technical expertise in Ascom systems and solutions
Integration: solid understanding of technical specifications and capabilities of key systems and solutions
Fundamental knowledge of Data Security
Solid troubleshooting skills
Time management, strong prioritization and organizing skills
Strong customer service skills
Good communication skills
Open to travel , as part of the onboarding
Personal Qualities
Strong drive and commitment
Curious and self-driven
Structured personality, high ability to plan, and accurately apply consistent methodology
Strong team player with high level of interpersonal and communication skills
Quick learner, with affinity towards technical and IT-related topics, Ascom’s products and offerings and how they create values for customers
Ability to see the overall picture but also work on the details
Fluent in English
Written English at excellent level
German is a plus