Escalation Engineer (mfd) Bucharest
Share
Job Location:
Monthly Salary:
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
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 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.
The 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 calls
- Participate on the weekend or public holiday on call shift
EXPERIENCE AND QUALIFICATIONS:
- 5-7 years of hands-on experiencein Technical Support Solution Engineering or a comparable technical customer-facing role ideally within complex enterprise environments
- Exceptional communication and stakeholder engagement skills with the ability to translate technical concepts into clear business-relevant insights
- Ability to multitask effectively and to work under pressure and independently
- AdvancedunderstandingofLinux operating systems including advanced troubleshooting and configuration
- Advanced troubleshooting of Terminal Services Azure Virtual Desktop (AVD) Citrix and VMware Horizon environment
- Strong foundational knowledge of Microsoft Windows operating systems and their role within modern EUC infrastructures
- Solid understanding of networking principles including TCP/IP DHCP DNS and core network troubleshooting methodologies
- Fluent in English with excellent written and verbal communication proficiency; German language skills are a plus
- Experience with IGEL OS or other Thin Client operation systems is a plus
Interested Apply now via our online applicant portal!
If you have any questions about the position or application process our Talent Acquisition Team is happy to assist.
Florian Hermann
IGEL Technology GmbH
Maria-Cunitz-Str. 7
28199 Bremen Germany
(49) 2000
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.
Required Experience:
IC
Key Skills
- Laboratory Experience
- Vendor Management
- Design Controls
- C/C++
- FDA Regulations
- Intellectual Property Law
- ISO 13485
- Research Experience
- SolidWorks
- Research & Development
- Internet Of Things
- Product Development
About Company
IGEL Technology is a German software company that develops IGEL OS, a secure Linux-based endpoint operating system designed to simplify and harden access to cloud workspaces, virtual desktops, and remote applications for enterprises.
