Support Analyst (m/f/d)

TN United Kingdom; Reading; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a motivated Technical Support Analyst to join their dynamic team. In this entry-level position, you'll engage with customers and partners to resolve technical issues while developing your skills in a supportive environment. With a focus on communication and problem-solving, you'll have the opportunity to work with experienced professionals who are eager to share their knowledge. This role offers the chance to grow within a collaborative team, ensuring that you can effectively contribute to customer satisfaction and operational success. If you're ready to embark on a rewarding career in technical support, this is the perfect opportunity for you.

Qualifications

• Strong communication skills with engineers and management.
• Ability to learn new technologies quickly and work independently.

Responsibilities

• Provide excellent support to customers and partners.
• Manage technical issues and escalate when necessary.
• Create self-help documents for customer assistance.

Skills

Communication Skills

Problem-Solving

Team Collaboration

Multitasking

Flexibility

Education

Technical Support Experience

Knowledge of Linux

Knowledge of Windows

Tools

Helpdesk Systems

Terminal Services

Citrix

VMware Horizon

Job description

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This position is an in-office or hybrid entry-level technical support position. As a Technical Support Analyst (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 escalate issues when 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 skillset and succeed in reaching 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 relationship
• 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
• No customer travel is required for this position

QUALIFICATIONS

Personal Skills

• 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 communicate via phone and email is required
• Positive work ethic
• Ability to listen effectively and show patience whilst 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.