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Technical Support Engineer (m/f/d)

Position:

Technical Support Engineer (m/f/d)

Location:

Reading, UK

The Company

With its group headquarter in Germany and the US headquarter 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 full-time technical support position. As a level two Technical Support Engineer 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 resolve, or escalate issues. Some travel throughout the year for industry trade shows, company meetings or training may be required (dependent on the COVID situation in hand and the guidelines provided by the local Government). At IGEL we encourage growth and want to see an ardent 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 
  • Use of remote tools to assist customers in troubleshooting problems 
  • Work through technical issues at an advanced operating system level 
  • Manage technical issues, solutions, and sales opportunity 
  • Manage case escalation to maintain forward movement on customer issues 
  • Create and maintain documentation for Knowledge Base articles 
  • Manage technical escalations based on issue severity and customer response 
  • Some travel might be required for this position 
  • Collect/Review logs provided by tier one engineers and identify/resolve issues 
  • Effectively communicate with customers about issue discoveries, resolutions, and escalations 

Qualifications

  • Degree or equivalent work experience
  • 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 modern technologies quickly 
  • Demonstrable experience in prior Technical Support or Solution Engineer role is required 
  • Working knowledge of Linux Operating Systems (Linux systems; concept of Linux OS design and file structure)
  • Knowledge of networking concepts, including TCP/IP, DHCP, DNS, etc. 
  • Working knowledge of Windows Operating Systems 
  • Advanced troubleshooting of Terminal Services, Windows Virtual Desktop, Citrix, VMWare Horizon environments 
  • Working knowledge of BASH shell and scripting  and other Linux native languages are a plus 
  • Basic knowledge/understanding of SQL 
  • Ability to build/maintain test and lab environments (Working knowledge of hypervisors , SXI/vSphere, Hyper-V, KVM, VirtualBox)
  • Ability to demonstrate, troubleshoot, install, configure, and optimize the IGEL Operating System 
  • Knowledge of (SoC) hardware, and ability to troubleshoot complex issues with video output and peripherals 
  • German language would be a distinct advantage, but is not a requirement

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?

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