Second Line Support Engineer
Pubblicato il 05-09-2026 - Ascom in Scandicci
At Ascom, we build technology that truly matters. Our healthcare IT solutions are used in over 12,000 hospitals worldwide, supporting critical workflows and handling hundreds of millions of alerts every year. This role sits close to the heart of our operations—where technology, healthcare, and real-world problem solving meet.
Due to continued growth and increasing customer demand, we are expanding our team. This is not a temporary backfill, but a long-term investment in delivery capacity and talent development.
The Role
As a Second Line Support Engineer, you will work on complex technical issues that go beyond basic helpdesk tasks. You’ll support hospital and healthcare customers, troubleshoot advanced incidents, and help ensure stable, secure systems in mission-critical environments.
This role is ideal for:
- Young graduates in biomedical, ICT, or software engineering
- IT professionals with customer care / support experience and solid technical foundations
- Engineers who want to grow into healthcare software and systems expertise
What You'll Do
- Diagnose and resolve complex technical issues escalated from First Line Support or field engineers
- Work hands-on with Windows Server environments, SQL databases, and system integrations
- Analyze recurring issues and support root cause analysis and long-term fixes
- Register, classify, and process incidents and service requests
- Communicate clearly with customers, providing updates and managing expectations
- Support SLAs and participate in structured on-call / weekend rotations
- Take part in preventive maintenance activities to ensure system stability
This is a software-and system-focused role, not hardware-heavy.
What You Bring (Must-have)
- Education in ICT, software engineering, biomedical engineering, or similar (or equivalent experience)
- Practical experience or strong knowledge of:
- Customer support / helpdesk workflows
- Understanding of data security principles
- Ability to analyze problems and communica