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, product knowledge and soft skills - the Support team works to resolve cases by troubleshooting, research, and testing. For more complex issues, the team works directly with back-line and development teams. Cases are raised either by phone or through our web portal by administrators at customer sites. Contact with customers is done primarily through phone (and screen sharing sessions) supporting the full Europe, Middle East and Africa region. You will be supporting system administrators and implementers at a variety of partners, system integrators and end customers.

The team is tightly integrated with the global backline team, with a primary backline engineer located in the UK. Working hours are shift based, with the earliest shift starting at 8 AM CET and the latest at 11 AM CET.

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:

• Provide remote support for Ivanti products to external customers (IT administrators), partners and internal staff through effective troubleshooting and diagnosis

• Ensure customer communication is timely and professional

• Participate in and promote the creation and consumption of public-facing knowledge

• Continually build and maintain your own technical expertise to support customers and self-develop

• Participate in focus activities as required – such as backlog reduction or peer coaching

• Employ a team-based approach to problem solving

Required Skills and Experience:

• Fluent in written and spoken English

• Experience in IT with an emphasis on customer support

• Strong technical troubleshooting skills

• Committed to finding and fixing problem causes

• Excellent interpersonal and communication skills

• Expert user of Microsoft Windows and common applications (Word, Excel, etc)

• Understanding of Database and Server Technologies

• Understanding of Internet and network technologies

• Excellent time management, multi-tasking and organisational skills

• Motivated to develop technically both through own effort or when offered opportunity to do so

• Able to adapt quickly to change such as software releases, tools and processes

Experience with troubleshooting any of the following would be highly advantageous:

• Windows Server and Client Operating systems (Registry, Services, Processes, NTFS, ACL / Security Model)

• Windows Infrastructure (DHCP, DNS, Active Directory, LDAP)

• SQL (SQL Tracing / Profiler use, Querying, simple maintenance plan implementation)

• Networking (Ports, Network Services, Wireshark)

• Webservers (IIS, interpreting HTTP error codes, interacting with REST APIs)

• Windows Updates (WSUS, SCCM, Windows 10 operating system upgrades)

Preferred Skills and Experience:

• Exposure to Microsoft Windows internals (registry, general configuration, GPO, etc.)

• Experience supporting administrators / technical experts internationally

• Familiarity with Sysinternals tools (procmon, handle.exe, etc.)

• Exposure to Wireshark or general network services troubleshooting

• Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA)

• Certifications such as: CompTIA A+, CompTIA N+, Citrix CCA/CCAA

• Cisco network associate certification (CCNA)

• Some exposure to Mac, Linux or Unix-like operating systems

• SQL, IIS, Citrix or VMWare experience

• Knowledge of Microsoft Windows Server and client OS administration

• Technical blogging, knowledge article creation, forum contribution or web site creation

• Exposure to the process of raising bugs to software engineers (internal or public)

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