Support Analyst (m/f/d) - UK in Reading

LOCATION: Reading, UK

THE ROLE

This position is an in‑office full‑time entry‑level engineering position. As a Support Analyst at IGEL, you will be tasked with working with customers and partners to resolve issues related to the product. This includes managing and moving forward customer cases, engaging with your peers, and working with your team‑lead to resolve basic issues or escalating issues when required. Responsible for providing technical support and services to diagnose, troubleshoot, and advise (best practice) within complex computer network systems and/or complex endpoint/cloud software solutions. Responds to situations where first‑line product support from partners/resellers has failed to isolate or resolve problems in malfunctioning equipment or software. Provides professional service/support to customers where the product environment is highly technical or sophisticated in nature. This position generally interacts with a more technical customer/user or a highly technical or sophisticated software product, such as endpoint/cloud solution software. 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 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 skill set and succeed in reaching your goals.

TASKS AND RESPONSIBILITIES

• Act as the first point of contact for customers and partners looking for technical support
• Responsible for initial analysis as well as the recording and classification of requests
• Use of remote tools to assist customers in troubleshooting problems
• Receive incoming calls and assist customers with opening and maintaining cases
• Build and maintain customer and partner rapport
• Manage technical issues, solutions, and sales opportunity progress by creating cases within our case management system
• Responsibility to ensure that response and processing times for support requests are adhered to in accordance with the support level
• Provide technical best practices for partners and customers
• Manage case escalation to maintain forward movement on customer issues
• Ensure clear, professional communication between our teams and the customers/partners
• Continue education by attending training sessions and reading technical documentation
• Covering shifts as assigned
• Validate all required data is recorded and accurate before escalation
• A limited amount of travel to trainings or company events is required
• Works on problems of limited scope where analysis of situations or data requires a review of various factors
• Exercises judgment within defined procedures and practices to determine appropriate action
• Apply company policies and procedures to resolve issues
• Meet IGEL SLAs
• Participate in shift rotation
• Answer incoming calls on the support hotline
• Perform initial assessment of cases
• Providing phone support to customers
• Participating in chat support providing best practices and KB articles to customers and partners
• Handling cases according to individual knowledge
• Providing "templates" for case management system
• Provide feedback on "KB Articles"

TECHNICAL

• Training / one or more years of experience in the IT sector, completed vocational training as an IT specialist for system integration, or have an IT focused degree
• Prior technical support engineer experience preferred
• Basic knowledge of Linux Operating Systems
• Experience with IGEL OS or other enterprise Linux operating systems is a plus
• Basic knowledge of Windows Operating Systems
• Basic familiarity with Terminal Services, Azure Virtual Desktop, Citrix, and/or Omnissa environments
• Basic knowledge of networking concepts, including TCP/IP, DHCP, DNS, etc.

PERSONAL

• Able to receive general instructions on routine work detailed instructions on new projects or assignments
• Strong written and verbal communication skills with an ability to communicate effectively with engineers, sales teams, and management
• Being performance and success oriented and having the highest quality standards for your own work
• Flexibility, integrity, and creative problem‑solving skills are imperative to be successful in this role
• Ability to listen effectively and show patience while working with customers
• Ability to learn new technologies quickly
• Ability to take extensive and accurate notes
• Ability to multitask effectively and work under pressure
• Must have good written and spoken English
• Additional language skills in German, French or Spanish are advantageous

Please note that we are unable to hire applicants residing in countries outside our legal entity countries. Please note that IGEL does not currently have a sponsorship license 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.