LOCATION: Bucharest, Romania

THE ROLE:

Responsible for providing technical support and services to diagnose, troubleshoot and advice (best practice) within complex computer network systems and/or complex endpoint/cloud software solutions. Responds to situations where first-line product support from partners/reseller has failed to isolate or fix problems in malfunctioning equipment or software. Reports design flaws, reliability and maintenance problems or bugs to QA/development or other development engineering teams. May be involved in customer installation, rollout and provide professional service/support to customer where the product environment is highly technical or sophisticated in nature.

The Support role will be office based in Bucharest, Romania. It generally interacts with a more technical customer/user or a highly technical or sophisticated software product, such as endpoint/cloud solution software. This job is a fully qualified, career-oriented, journey-level position.

A Support Engineer (m/f/d) is tasked working with customers, partners and internal technical staff to resolve issues related to the product.

TASKS AND RESPONSIBILITIES:

• Take over escalated cases from lower tiers or different departments
• Deal with telephone, video and written support enquiries
• Take over responsibility to ensure that response and processing times for support requests are adhered to in accordance with the support level
• Reproduce reported problems in our lab environment
• Provide technical guidance for 1st level
• Create and maintains documentation for KB articles as well as provide feedback
• Provide solution-oriented advice on enquiries and forwarding of more extensive faults to next tier or other departments
• Ensure clear, professional communication between our teams and the requesting customer
• Build and maintain customer, partner, and team relationship
• Participate on the weekend – or public holiday “on call” shift

EXPERIENCE AND QUALIFICATIONS:

• Prior Technical Support or Solution Engineer experience required
• Typically requires a minimum of 4 years related experience
• Being performance- and success-oriented and having the highest quality standards for the own work
• Ability to work in a team and strong communication skills
• Ability to multitask effectively and work under pressure
• Very good written and spoken German and English
• Fundamental knowledge of Linux Operating Systems
  • Linux init systems
  • Concept of Linux OS design
  • File structure
• Experience with IGEL OS or other Thin Client operation systems is a plus
• Fundamental knowledge of Windows Operating Systems
• Advanced troubleshooting of Terminal Services, AVD, Citrix, VMWare Horizon environments
• Knowledge of networking concepts, including TCP/IP. DHCP, DNS, etc.
• Working knowledge of BASH shell and scripting

Interested? Apply now via our online applicant portal!

If you have any questions about the position or application process, our HR 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 licence 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

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