Job Description

We are currently seeking for Senior Technical Support Engineering team supporting Ivanti Endpoint manager, Neurons, and Supply chain products.

The Technical Support Engineer will provide technical support to our customers, partners, and re-sellers, answering complex questions on the function and usage of the products via the telephone and/or Internet. This position is a primary support liaison between our company and our Enterprise customers providing quality technical support. Enterprise Technical Support engineers have excellent communication skills and look to support their accounts, colleagues, and peers throughout the organization. They have an eagerness to learn and take on new challenges while thinking about how they could improve the customer experience.

As an Enterprise Technical Support Engineer, you are assigned specific accounts and expected to proactively assist and ensure the long-term success of our customers and the company. The individual we're seeking must have a passion for delighting customers and solving tough technical issues.

Through strong technical skills and product knowledge, the Support team works to resolve cases raised by effective troubleshooting, research, and testing, or for more complex issues work directly with back-line and development teams.

This position provides many opportunities for skills development and career growth, which Ivanti is committed to nurturing. It is a fantastic role to develop expertise in the range of Ivanti solutions, services & customers, and the multiple technologies we interact with. Ivanti recognizes our valuable employees through career growth and progression.

Responsibilities And Duties

• The individual we're seeking should have a very strong technical background and be very keen on troubleshooting issues
• The ability to reproduce customer environments to find the root cause of issues will be key
• Will work as part of a team to provide support for Ivanti products to customers, partners, and internal staff through troubleshooting and diagnosis
• Make use of phone and remote access tools appropriately
• Maintain team goals and objectives
• Work as part of a team to progress customer cases
• Ensure customer communication is timely, maintained, and appropriate
• Participate in and promote the creation and consumption of knowledge
• Follow support processes
• Continually build and maintain your technical expertise to support customers and self-develop
• Participate in focus activities as required – such as backlog reduction

Required Skills And Experience

• Minimum of 6-8 years in a role supporting enterprise IT or equivalent experience
• Experience in IT with an emphasis on customer support
• Fluent in the English language
• Strong written and verbal communication skills
• Expert troubleshooting and reasoning skills, including experience with various related troubleshooting tools
• Proven experience working on critical system down issues and escalations
• Demonstrate experience troubleshooting - DNS, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, ActiveSync, Email
• Experience with Citrix Products, VMware Products, Microsoft App-V, and Microsoft Windows Registry / User Profiles
• Thorough expertise in Microsoft Server and Desktop platforms
• Hands-on experience managing Linux/Unix systems - LAMP Servers
• Bachelor's degree or related technical field or equivalent work experience
• Experience with medium to large (enterprise) server environments
• Experience with UEM, Server Automation and Self-Service
• Excellent time management, multi-tasking, and organizational skills
• Self-motivated to develop technically
• Ability to cope and work under pressure

Preferred

• Microsoft Server Technologies (Exchange ActiveSync, Active Directory, ISA/TMG, NDES, KDC)
• Microsoft Certified Professional (MCP, MCSA, MCSE, or MCDBA)
• Mobile Device Management (MDM) - iOS, macOS, Android, Windows
• Citrix CCA/CCAA
• Cisco Certified Network Associate or equivalent
• Some exposure to Mac or Linux
• Some exposure to Microsoft Windows internals (registry, drivers, config, group policies, etc.)
• SQL, IIS, or Citrix experience
• Knowledge of Microsoft Windows server and client OS administration
• Technical blogging, knowledge article creation, forum contribution, or website creation