Technical Support Engineer

March 7

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Ivanti

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Ivanti is a technology company that provides comprehensive IT solutions for businesses around the world. Specializing in endpoint management and security, Ivanti enables secure workflows by offering services in areas such as enterprise service management, IT asset and service mapping, and network security. The company is known for its Ivanti Neurons platform which integrates various IT management tools to facilitate efficient operations and secure every device within an organization, anywhere they might be situated. Ivanti supports a wide range of industries including healthcare, education, retail, and the public sector.

IT Asset Management • Patch Management • IT Service Desk • PC Lifecycle Management • Mobile Device Management

1001 - 5000 employees

Founded 1985

🏢 Enterprise

🔐 Security

☁️ SaaS

💰 Private Equity Round on 2021-03

📋 Description

• Deliver exceptional technical support to customers and resellers, ensuring timely and effective issue resolution. • Proactively log and manage customer incidents while prioritizing tasks based on urgency and impact. • Communicate effectively with clients to understand their needs and provide tailored solutions. • Conduct thorough product testing, documenting issues and collaborating with development teams to enhance product quality. • Identify cases needing escalation and advocate on behalf of customers to meet business commitments. • Contribute to the creation of knowledge base articles and training materials to facilitate knowledge sharing within the team. • Support company initiatives and contribute to the continuous improvement of the customer experience. • Be available for flexible work hours, including on-call rotations, to meet customer support needs effectively.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience. • 3+ years of experience in software or application support. • Proficient in understanding databases, preferably SQL, including query statements and optimization techniques. • Familiarity with IT operations and ITIL practices relevant to IT Service Management. • Strong troubleshooting skills with the ability to manage multiple customer incidents efficiently. • Excellent communication and customer service skills, with a focus on delivering quality support. • Technical writing skills for creating knowledge base articles and documentation. • Working knowledge of Windows Operating Systems, IIS, SSRS, and server virtualization technologies like VMware.