Remote Technical Solutions Engineer

Summary

Join Ivanti as a Technical Support Engineer and contribute to elevating Everywhere Work by providing quality technical support to customers and partners.

Requirements

• 2+ years of experience in IT with an emphasis on ITSM Product Technical support
• Excellent interpersonal and communications skills
• Excellent time management, decision making and organization skills
• Strong technical troubleshooting skills
• Strong knowledge of networking
• Knowledge of Windows Operating Systems
• Must be able to work well with others as part of a team

Responsibilities

• Guide customers and partners, answering complex questions on function and usage of the products via the telephone and/or remote system access
• Serve as primary support liaison between company and customer
• Provide excellent technical and customer service; strong communication skills are required
• Troubleshoot complex technical issues in customer environments
• Perform product testing and customer issue replication
• Contribute toward achievement of team goal and objectives
• Works directly with the back line and development teams (as needed) to resolve complex issues and provide input for product direction
• Develop and share knowledge about the software/solution
• Write/edit knowledge base articles to answer common customer questions
• Deliver and receive training to/from others
• Assist other Technical Support Engineers with difficult and complex issues

Preferred Qualifications

• Knowledge of Service Management / Asset Management product and related troubleshooting
• Knowledge and/or experience with SQL database technologies
• Working knowledge of the components in a web applications stack
• ITSM knowledge and experience is highly desirable
• Understanding how SAML functions
• Understanding how LDAP functions
• Knowledge of APIs and how they function

Benefits

Ivanti Support is a 24x7x365 Operation