Job Description

Who We Are
In today’s work environment, employees use a myriad of devices to access IT applications and data over multiple networks to stay productive, wherever and however they work. Ivanti elevates and secures Everywhere Work so that people and organizations can thrive.

While our headquarters is in the U.S., half of our employees and customers are outside the country. We have 36 offices in 23 nations, with significant offices in London, Frankfurt, Paris, Sydney, Shanghai, Singapore, and other major cities around the world.

Ivanti’s mission is to be a global technology leader enabling organizations to elevate Everywhere Work, automating tasks that discover, manage, secure, and service all their IT assets. Through diverse and inclusive hiring, decision-making, and commitment to our employees and partners, we will continue to build and deliver world-class solutions for our customers.

Our Culture - Everywhere Work Centered Around You

At Ivanti, our success begins with our people. This is why we embrace Everywhere Work across the globe, where Ivantians and our customers are thriving. We believe in a healthy work-life blend and act on it by fostering a culture where all perspectives are heard, respected, and valued. Through Ivanti’s Centered Around You approach, our employees benefit from programs focused on their professional development and career growth.

We align through our core values by locking arms in collaboration, being champions for our customers, focusing on the outcomes that matter most and fighting the good fight against cyber-attacks. Are you ready to join us on the journey to elevate Everywhere Work?

Why We Need you!

The Technical Support Engineer guides our customers and partners, answering complex questions on function and usage of the products via the telephone and/or remote system access. This position is a primary support liaison between our company and our customers providing quality technical support. Technical Support Engineers have excellent communication skills and look to support their 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 a Technical Support Engineer, you are expected to proactively assist the Team in driving key initiatives and ensuring the long-term success of our customers and the company.

The individual we're seeking must have a passion for delighting customers and solving critical technical issues.

This TSE opportunity will be working with Ivanti Service Management product, a comprehensive service desk solution verified for eleven ITIL® processes.

What You Will Be Doing

The individual we're seeking should have a strong technical background and enjoy troubleshooting issues. Normal operations regularly require communicating with customers, managing critical issues, and providing world-class support to customers. The Support Engineer will receive cases electronically through our Support portal and will also be part of an inbound call queue receiving and answering questions for direct customers and partners.

80% - Resolve client questions or problems in the areas of system configuration/setup and product functionality, including fixes or enhancements.

Serve As Primary Support Liaison Between Company And Customer.

• Provide excellent technical and customer service; strong communication skills are required.
• Troubleshoot complex technical issues in customer environments.
• Perform product testing and customer issue replication.
• Contribute toward achievement of team goal and objectives.
• Works directly with the back line and development teams (as needed) to resolve complex issues and provide input for product direction.
• 10% - Develop and share knowledge about the software/solution.
• Write/edit knowledge base articles to answer common customer questions.
• Deliver and receive training to/from others.
• 10% - Assist other Technical Support Engineers with difficult and complex issues
• We succeed as a team, so a willingness to put the team’s objectives above your own is desired. Collaboration is a key when working as a Technical Support Engineer.
• May perform other job duties as directed by Employee's leaders.

To Be Successful In The Role, You Will Have

• 2+ years of experience in IT with an emphasis on ITSM Product Technical support
• Excellent interpersonal and communications skills.
• Excellent time management, decision making and organization skills.
• Strong technical troubleshooting skills
• Strong knowledge of networking
• Knowledge of Windows Operating Systems.
• Must be able to work well with others as part of a team.

Preferred Experience/Certifications

• Knowledge of Service Management / Asset Management product and related troubleshooting.
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• Knowledge and/or experience with SQL database technologies
• Working knowledge of the components in a web applications stack
• ITSM knowledge and experience is highly desirable.

Understanding How SAML Functions

• Understanding how LDAP functions
• Knowledge of APIs and how they function.

Education

• 4-year degree in IS or IT, or equivalent experience preferred