1st Line Support Engineer - Hybrid

Job description

Join Ascom’s Customer Care organization as a 1st Line Support Engineer in our Morrisville, NC office. Why this role matters: Provides technical support to customers by resolving incidents, service requests and system alerts. Focuses on first-level troubleshooting and escalation of issues for our customers through high quality service delivery. What you'll own: 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 directly with customers. Apply standard troubleshooting steps and processes to resolve known issues, escalating unresolved or complex 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 typical hardware and software issues, problems with network access or end user handling, and standard product troubleshooting. Diagnose and resolve standard technical issues using predefined procedures and knowledge base resources. Accurately log issues, actions taken, and reso...