skip to Main Content
< back to all available jobs

Support Analyst (m/f/d)

Position:

Support Analyst (m/f/d)

Location:

Reading, UK

The Company

With its group headquarters in Germany and the US headquarters in San Francisco, IGEL Technology is an established technology company providing the next-gen edge OS for cloud workspaces. Our success is based on our understanding of Server-Based Computing, Virtual Desktop Infrastructure (VDI), Desktop-as-a-Service (DaaS) markets, delivering excellent customer experience and a strong commitment to our channel partners. Our industry-leading solutions provide a more secure, sustainable, manageable, and cost-effective endpoint management and control platform. Aligned with the world’s most prominent cloud providers, IGEL envisions a world where all needed applications and resources are cloud-delivered.

The Role

This position is an in-office or remote entry-level technical support position. As a Technical Support Analyst 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.

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

Qualifications

  • 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 learn new technologies quickly
  • Ability to work independently, under minimal supervision
  • 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.

WE OFFER

  • A thorough induction into the company and our products
  • A workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
  • Competitive salary and great IT equipment
  • Individual further training opportunities for your career
  • Flexible working times, so that you can combine your demanding work with your private goals and requirements
  • A highly motivated team that is already looking forward to your support and to developing strategies and achieving common goals together with you

 

… and much more!

 

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.

 

Interested in the position?

Apply Now
Back To Top