Support Analyst (m/f/d)

LOCATION: Reading, UK

THE ROLE

This position is an in-office or hybrid entry-level technical support position. As a Technical Support Analyst (m/f/d) at IGEL, you will be tasked with working with customers and partners to resolve issues related to the product. This includes keeping track of customer cases, engaging with your peers, and working with your team lead to escalate issues when required. At IGEL we encourage growth and want to see a strong desire to learn and a “can do” attitude in our employees. You will be working with an experienced, motivated team willing to share their knowledge and experience to help you expand your skillset and succeed in reaching your goals.

TASKS AND RESPONSIBILITIES

• Be part of a growing team of engineers providing excellent support to our customers and partners

• Provide technical best practices for partners and customers

• Work through technical issues at an operating system level

• Build and maintain customer and partner relationship

• Manage technical issues, solutions, and sales opportunity progress by creating cases within our helpdesk system

• Manage case escalation to maintain forward movement on customer issues

• Ensure clear, professional communication between our teams and the customer

• Create and maintain self-help documents

• Continue education by attending training sessions and reading technical documentation

• Manage technical escalations based on issue severity and customer response

• Receive incoming calls and assist customers with opening and maintaining cases

• No customer travel is required for this position

EXPERIENCE AND QUALIFICATIONS

Personal Skills

• Strong written and verbal communication skills with an ability to communicate effectively with engineers, sales teams and management
• A team player who is influential and builds good working relationships across all levels
• Flexibility, integrity, and creative problem-solving skills are imperative to be successful in this role
• Ability to communicate via phone and email is required
• Positive work ethic
• Ability to listen effectively and show patience whilst working with customers
• Ability to learn new technologies quickly
• Ability to work independently, under minimal supervision
• Ability to take effective notes
• Ability to multitask effectively and work under pressure

Technical Qualifications

• Prior Technical Support Engineer experience is preferred
• Basic knowledge of Linux Operating Systems
• Experience with IGEL OS or other Thin Client operating systems is a plus
• Basic knowledge of Windows Operating Systems
• Experience in Terminal Services, Windows Virtual Desktop, Citrix, VMWare Horizon environments
• Knowledge of networking concepts, including TCP/IP, DHCP, DNS, etc.

Interested? Apply now via our online applicant portal!

If you have any questions about the position or application process, our People team is happy to assist.

Florian Hermann
IGEL Technology GmbH
Hermann-Ritter-Str. 110
28197 Bremen, Germany

Tel: +49 (0) 421 / 52094 2000

Please note that we are unable to hire applicants residing in countries outside our legal entitites' countries. Please note that IGEL does not currently have a sponsorship license and is regrettably unable to offer sponsorship. 

We celebrate tolerance and diversity, and we are committed to building teams that represent a variety of backgrounds, skills and perspectives.

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.

Additional information

Please click here to access the information according to art. 13 data protection regulation (DSGVO) for applicants