Technical Support Engineer

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Looking for more than just a job? We like developing our people just as much as we like developing great products.

Ivanti is a global leader in IT systems and security management, service management, asset management, and mobility management solutions. Ivanti, created in January 2017 after a merger of HEAT Software and LANDESK, has been around for over 30 years but is experiencing significant growth worldwide. The company has received numerous awards for being a Top Place to Work, as well as many accolades for the products it develops. With more than seven acquisitions in the last four years and open positions around the globe, it's an exciting time to join Ivanti.

If you’re passionate about what you do, are a champion of customer satisfaction and success, and interested in developing solutions that make a difference and in having fun while doing it, Ivanti is the place for you!

POSITION SUMMARY

We are currently seeking a Technical Support Engineer for an established team. The Technical Support Engineer will provide technical support to our customers, partners and internal staff and provide a consistently excellent standard of customer assistance and service. Through strong technical skills and product knowledge, the Support team works to resolve cases by effective troubleshooting, research and testing or for more complex issues by working 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

Work as part of a team to provide support to customers, partners and internal staff through troubleshooting and diagnosis

Make use of phone and remote access tools appropriately

Maintain team goals and objectives

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 own technical expertise to support customers and self-develop

Participate in focus activities as required – such as backlog reduction

QUALIFICATIONS

Required Skills and Experience

Experience in IT with an emphasis on customer support

Strong technical troubleshooting skills, including experience with various related troubleshooting tools

Expertise in Microsoft Server and Desktop platforms

Excellent time management and organizational skills

Self-motivated to develop technically

Ability to cope and work under pressure

Able to adapt quickly to change

Flexible and open approach

Able to work well with others as part of a team but at the same time able to work independently

Preferred:

Relational database applications (RDBMS) including Microsoft SQL Server

Knowledge of Microsoft Windows server and client OS administration

Some exposure to Microsoft Windows internals (registry, drivers, config, group policies etc)

Knowledge article creation and forum contribution

Education

4 year degree in IS or IT or related discipline; or equivalent experience

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