Technical Support Engineer
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!
One of Ivanti's product lines is Supply Chain, powered by Wavelink. Ivanti is the leading provider of multi-vendor mobile application development and mobile device and infrastructure management software including voice solutions oriented toward the warehouse and logistics market. Ivanti's technology solves the unique challenges involved in deploying, managing, and controlling auto-ID data collection (AIDC) systems and RFID, Smart Phones, and facilitates peak performance from frontline staff. Ivanti's emulation product family is the industry standard in providing host connectivity solutions. More than 10,000 companies in the retail, manufacturing, government, and logistics industries rely on Ivanti to accelerate application delivery, reduce device management, and support costs, and tighten network security.
This position provides many opportunities as it is an excellent introduction point for your career development, which Ivanti is committed to nurturing. It is a fantastic role to learn more about Ivanti software, services & customers, and the multiple technologies we interact with. Ivanti recognizes our valuable employees through career growth and progression.
What You Will Be Doing:
The Technical Support Engineer provides technical support to our customers and re-sellers, answering complex questions on function and usage of the products via the telephone and/or Internet. 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 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. You may be required to represent the team in several other functional areas within the company.
80% - Resolve client questions or problems in the areas of system configuration/setup, product functionality including fixes or enhancements.
- Serve as primary support liaison between company and customer.
- Keep customer informed of how and when problems are resolved.
- Involved in any additional follow up, testing and troubleshooting.
- Maintain Team goals and objectives.
- Works directly with the backline and development teams to resolve complex issues and provide input for product direction.
10% - Develop and share knowledge about the software.
- Write knowledge base articles and white papers to answer common customer questions.
- Deliver and receive training to/from others.
10% - Assist other Technical Support Engineers with difficult and complex issues.
- May perform other job duties as directed by Employee's Leaders
To Be Successful in The Role, You Will:
- 2+ years of experience in IT with an emphasis on customer support
- Excellent communications skills
- Excellent time management, decision making and organization skills.
- Strong technical troubleshooting skills
- Strong knowledge of networking
- Must be able to work well with others as part of a team.
It would be great if you have one or more of:
- CompTIA Network+
- Cisco network associate certification (CCNA)
- VMware Certified Professional (VCP)
- Mac, SQL, programming or scripting
- Knowledge of industrial supply chain devices, including Android, iOS, and Windows Mobile/Windows CE AIDC devices
- Knowledge of IoT and Industrial IoT
- Knowledge of Linux and Docker administration
- 4-year degree in IS or IT, or equivalent experience
This job posting will remain active until a qualified candidate is identified.
At Ivanti, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Ivanti believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.