{"id":3370729,"url":"https://alion.io/job/igel-technical-support-analyst-mfd-bucharest","title":"Technical Support Analyst (m/f/d) - Bucharest","company":{"id":15576,"name":"IGEL","domain":"igel.com","url":"https://alion.io/company/igel","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"HiBob","truth_index":{"grade":"A","score":88,"open_postings":34,"ghost_share":0,"stale_share":0.294,"repost_share":0,"time_to_fill_p50_days":79,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bucharest, Romania"],"countries":["RO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":6000,"max_usd":18000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1223},"experience_years_min":1,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"Azure","optional":true},{"name":"DHCP","optional":true},{"name":"DNS","optional":true},{"name":"TCP/IP","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-27T22:13:14Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-29T21:31:10Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"LOCATION: Bucharest, RomaniaTHE ROLE: \n As a Technical Support Analyst at IGEL, you will be tasked with working with customers and partners to resolve issues related to the product. \nThis includes managing and moving forward customer cases, engaging with your peers, and working with your team-lead to resolve basic issues or escalate issues when required. \nResponsible 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 customer 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. \nSome travel throughout the year for industry trade shows, company meetings, or training may be required. \nAt 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.\nTASKS AND RESPONSIBILITIES:\nTasks:\nAct as the first point of contact for customers and partners looking for technical support\nResponsible for initial analysis as well as the recording and classification of requests\nUse of remote tools to assist customers in troubleshooting problems\nReceive incoming calls and assist customers with opening and maintaining cases\nBuild and maintain customer and partner rapport\nManage technical issues, solutions, and sales opportunity progress by creating cases within our case management system \nResponsibility to ensure that response and processing times for support requests are adhered to in accordance with the support level\nProvide technical best practices for partners and customers\nManage case escalation to maintain forward movement on customer issues\nEnsure clear, professional communication between our teams and the customers/partners\nContinue education by attending training sessions and reading technical documentation\nCovering shifts as assigned \nValidate all required data is recorded and accurate before escalation\nA limited amount of travel to industry trade shows, company meetings, or training is required\nWorks on problems of limited scope where analysis of situations or data requires a review of various factors\nExercises judgment within defined procedures and practices to determine appropriate action\nApply company policies and procedures to resolve issues\nResponsibilities:\nMeet IGEL SLAs\nParticipate in shift rotation\nAnswer incoming calls on the support hotline\nPerform initial assessment of cases\nProviding phone support to customers \nParticipating in chat support providing best practices and KB articles to customers and partners\nHandling cases according to individual knowledge \nProviding “templates” for case management system\nProvide feedback on “KB Articles” \nEXPERIENCE AND QUALIFICATIONS:\nTechnical:\nTraining / 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\nPrior technical support engineer experience preferred\nBasic knowledge of Linux Operating SystemsExperience with IGEL OS or other enterprise Linux operating systems is a plus\n\nBasic knowledge of Windows Operating Systems\nBasic familiarity with Terminal Services, Azure Virtual Desktop, Citrix, and/or Omnissa environments\nBasic knowledge of networking concepts, including TCP/IP, DHCP, DNS, etc.\nPersonal:\nAble to receive general instructions on routine work detailed instructions on new projects or assignments\nStrong written and verbal communication skills with an ability to communicate effectively with engineers, sales teams, and management\nBeing performance and success oriented and having the highest quality standards for your own work\nFlexibility, integrity, and creative problem-solving skills are imperative to be successful in this role\nAbility to listen effectively and show patience while working with customers\nAbility to learn new technologies quickly\nAbility to take extensive and accurate notes\nAbility to multitask effectively and work under pressure\nMust have good written and spoken EnglishAdditional language skills in German, French or Spanish are advantageous \n\nInterested? Apply now via our online applicant portal!\nIf you have any questions about the position or application process, our Talent Acquisition Team is happy to assist.\nFlorian Hermann\nPlease 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.\nWe 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.","description_format":"text","description_chars":5601,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"Spanish","level":"All levels","optional":true},{"language":"German","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Romania","iso":"RO","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Hardware","IT Service & Asset Management","Operating Systems","Virtualization & Containers"],"lifecycle":[{"event":"open","at":"2026-10-28T00:51:38Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":79,"reasons":["conf:2","velocity","win:early","comp:junior"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/igel-technical-support-analyst-mfd-bucharest","json_url":"https://alion.io/job/igel-technical-support-analyst-mfd-bucharest.json","meta":{"generated_at":"2026-10-29T21:58:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32408,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":15576},"rest":"https://alion.io/mcp/rest/get_company?id=15576"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Figel-technical-support-analyst-mfd-bucharest"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Figel-technical-support-analyst-mfd-bucharest"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Figel-technical-support-analyst-mfd-bucharest"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/igel-technical-support-analyst-mfd-bucharest\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Figel-technical-support-analyst-mfd-bucharest"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3370729}},{"tool":"search_jobs","arguments":{"company":"igel.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3370729},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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