Support Engineer (m/f/d) - Romania
Job details
LOCATION: Bucharest, Romania THE ROLE: This position is an in-office full-time technical support position. As a level two Technical Support Engineer (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 resolve or escalate issues. Some travel throughout the year for industry trade shows, company meetings, or training may be required. 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. TASKS AND RESPONSIBILITIES:
- Be part of a growing team of engineers providing excellent support to our customers and partners
- Use remote tools to assist customers in troubleshooting problems
- Open to working in rotating shifts (24/7)
- Provide technical best practices for partners and customers
- Work through technical issues at an advanced operating system level
- Build and maintain customer, partner, and team relationships
- Manage technical issues, solutions, and sales opportunities
- Manage case escalation to maintain forward movement on customer issues
- Ensure clear, professional communication between our teams and the customer
- Create and maintain documentation for Knowledge Base articles
- Continue education by attending training sessions and reading technical documentation
- 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
- Degree or equivalent work experience
- Demonstrable experience of 2-3 years in prior Technical Support or Solution Engineer role is required
- Working knowledge of Linux Operating Systems
- Knowledge of networking concepts, including TCP/IP, DHCP, DNS, etc.
- Working knowledge of Windows Operating Systems
- Advanced troubleshooting of Terminal Services, AVD, Citrix, VMWare Horizon environments
- Basic knowledge/understanding of SQL
- Ability to build/maintain test and lab environments
- 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
- 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
- Positive work ethic
- Ability to listen effectively and show patience while working with customers
- Ability to learn modern technologies quickly
- Ability to work independently under minimal supervision
- Ability to take effective notes
- Ability to multitask effectively and work under pressure
- German language would be a distinct advantage, but is not a requirement
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