Technical Support Professional

3 weeks ago


Reading, Reading, United Kingdom IGEL Technology Full time
Job Summary:

This position is an in-office or hybrid entry-level technical support role at IGEL Technology. As a Technical Support Analyst, you will collaborate with customers and partners to resolve technical issues related to our products. This involves tracking customer cases, interacting with colleagues, and escalating issues when necessary. IGEL encourages growth and a strong desire to learn and a "can do" attitude in our employees. You will work with an experienced team willing to share their knowledge and expertise to help you expand your skillset and achieve 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 relationships.
• 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.

Qualifications:

• Strong written and verbal communication skills with the 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 essential 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 while 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.

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