Escalation Engineer (m/f/d) - Romania

at  IGEL Technology

EXPERIENCE AND QUALIFICATIONS:

• Prior Technical Support or Solution Engineer experience required
• Typically requires a minimum of 5 years related experience
• Being performance- and success-oriented
• Strong communication skills
• Ability to multitask effectively and to work under pressure
• Very good written and spoken German and English
• Advanced knowledge of Linux Operating Systems
• 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
• Intermediate knowledge of networking concepts, including TCP/IP. DHCP, DNS, etc.Working knowledge of scripting (e.g. Shell, Python)
• 
  If you have any questions about the position or application process, our People 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 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.

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 other IGEL support tiers or partners/resellers have failed to isolate or resolve problems in malfunctioning equipment or software. Reports design flaws, reliability and maintenance problems or bugs to QA or development. 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.
An Escalation Engineer (m/f/d) is tasked working with customers, partners and internal technical staff to resolve issues related to the product.

TASKS AND RESPONSIBILITIES:

• Resolve escalated cases from other support tiers or departments
• Identify potential defects and escalate to development to resolve
• Conduct live troubleshooting via remote sessions
• Take over responsibility to ensure that response and processing times for support requests are adhered to in accordance with the support level
• Replicate reported problems in test environment
• Provide technical guidance and training to other support tiers
• Create and maintain documentation for KB articles as well as provides feedback
• Ensure clear, professional communication between IGEL internal teams and customer
• Build and maintain customer, partner, and team relationship
• Facilitate cross vendor and customer escalation callsParticipate on the weekend – or public holiday “on call” shift