ITSM Technical Support Engineer

Summary

Join Ivanti, a global leader in IT systems and security management, and become a Technical Support Engineer. Contribute to the success of global customers by supporting their critical business operations using Ivanti IT Service Management tools. Provide enterprise-level technical and functional support, participate in product improvement, and work collaboratively with a team to resolve complex issues. Excellent communication, troubleshooting, and time management skills are essential. Opportunities for career growth and skills development are offered, along with benefits such as private health insurance, equity tracking award, and 25 days of holiday.

Requirements

• Experience supporting IT Service Management tools such as Ivanti Service Manager/Service Desk, Cherwell, BMC Remedy/Helix, ServiceNow, Axios, etc
• Strong technical troubleshooting skills
• Excellent interpersonal and communication skills
• Confident user of Microsoft Windows and common applications
• Understanding of Database and Server Technologies
• Understanding of internet and network technologies
• Excellent time management, multi-tasking and organisational skills
• Self-motivated to develop technically
• Ability to cope and work under pressure
• Able to adapt quickly to change
• Flexible and open approach
• Must be able to work well with others as part of a team but at the same time able to work independently
• Must be fluent in English

Responsibilities

• Provide enterprise level technical and functional support for Ivanti Enterprise Service Manager products to global customers, partners and internal staff through troubleshooting and diagnosis
• Participate in the continuous improvement of Ivanti products, solutions and platforms
• Make use of phone and remote access tools appropriately
• Maintain team goals and objectives
• Work as part of a team to progress customer cases
• Ensure customer communication is timely, maintained and appropriate
• Participate in and promote the creation and consumption of knowledge
• Follow and contribute to the continuous improvement of support processes
• Maintain technical expertise to support customers and self-develop
• Participate in focus activities as required – such as backlog reduction, mentoring or coaching of others

Preferred Qualifications

• Knowledge of ITSM, CMDB and ITIL business processes
• Experience troubleshooting Microsoft Internet Information Services (IIS) and associated protocols
• Experience with troubleshooting Networking issues
• Strong troubleshooting/root cause isolation skills
• Familiarity with AWS, Azure, VMWare
• Experience providing SaaS support is desirable
• Exposure to Microsoft Windows internals (registry, drivers, config, group policies etc)
• Knowledge of Microsoft Windows server and client OS administration
• Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA)

Benefits

• Opportunities for career growth
• Skills development
• Team collaboration
• Private Health Insurance
• Equity Tracking Award
• 25 days of holiday