Global Third Line Support Engineer
Ascom · Vallensbæk Municipality, Capital Region of Denmark, Denmark
IT Services and IT Consulting · 1,001-5,000 employees
About the role
The Global Third Line Support Engineer will troubleshoot and resolve complex escalated technical incidents while collaborating with internal teams and customers. They are responsible for maintaining system stability, performing root-cause analysis, and ensuring high-quality documentation for all service cases.
What they look for
Requirements
Candidates must possess a degree in IT or Engineering and have several years of experience in technical support or system engineering. Strong expertise in Windows Server, enterprise networking, and complex system infrastructure is required.
Benefits
Full description
We Bring data to life.
At Ascom, we are committed to building technology that makes a real difference. Our solutions enable critical decision-making in healthcare and other demanding environments. Every second, our systems generate valuable data, and we ensure it reaches the right people at the right time.
We are now looking for a Global Third Line Support Engineer to join our team in Gothenburg.
As a Global Third Line Support Engineer, you will act as a technical expert within our support organization. You will handle complex escalated cases, working closely with customers and internal teams to ensure high-quality support and continuous improvement of our solutions.
You will play a key role in maintaining system stability, solving advanced technical issues, and supporting both local and global service teams.
Key responsibilities
- 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
Your profile We are looking for someone with strong technical expertise and a problem-solving mindset who thrives in a dynamic and customer-focused environment.
Required qualifications:
- Degree in IT, Engineering, or equivalent experience
- Strong knowledge of Windows Server environments and enterprise networks
- Experience in troubleshooting complex IT systems, integrations, and infrastructure
- Understanding of networking (TCP/IP, routing, switching, wireless)
- Experience with virtualization, databases, and system integration
Experience & Key Competencies
- Several years of experience in a technical support or system engineering role
- Experience working with complex system environments and customer-facing support
- Strong troubleshooting and analytical skills
- Ability to work independently and manage complex issues
- Customer-oriented mindset with excellent communication skills
- Ability to collaborate across teams and influence without formal authority
- Calm and structured approach under pressure
Preferred:
- ITIL certification
- Experience in healthcare, telecom, or mission-critical environments
What we offer
- A global and innovative work environment
- Opportunities to work with advanced technology and critical systems
- A collaborative culture focused on knowledge sharing and development
- The chance to make a real impact in healthcare and other vital sectors
Join us!
At Ascom, you will be part of a company where your work truly matters, helping deliver information that improves safety, efficiency, and outcomes. Apply today and be part of our journey to bring data to life.
