Technical Support Engineer

Summary

Join Ivanti, a global technology leader, as a Support Engineer providing exceptional technical support to customers and partners. This remote, full-time position requires strong technical expertise and excellent customer interaction skills. You will troubleshoot complex issues, communicate with clients, manage critical situations, and act as a customer advocate. The role involves working with various technologies, including mobile device management, networking, and database systems. Success in this role demands a strong technical background, excellent communication skills, and a passion for improving the customer support experience.

Requirements

• Demonstrate experience troubleshooting DNS, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, ActiveSync, and Email Microsoft Server Technologies (Exchange ActiveSync, Active Directory, ISA/TMG, NDES, KDC)
• Possess Mobile Device Management (MDM) experience with Apple iOS & Android
• Hold a Cisco Certified Network Associate certification or equivalent
• Have knowledge of administering LDAP servers
• Possess database experience, including select and join MySQL queries
• Understand client-server architecture and Cloud Environments like Azure/Intune
• Have a solid understanding of networking concepts including VNet, private endpoints, and firewalls
• Have experience with Core Java, JSP, Servlets, and JDBC
• Possess in-depth knowledge of OOPS concepts, Multithreading, Exception Handling, Collections concepts, and File systems
• Have knowledge of Public Key Encryption Infrastructure / SCEP
• Possess the ability to communicate issues and recommendations clearly and concisely

Responsibilities

• Troubleshoot issues related to DNS, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, ActiveSync, and Email Microsoft Server Technologies (Exchange ActiveSync, Active Directory, ISA/TMG, NDES, KDC)
• Manage Mobile Device Management (MDM) for Apple iOS & Android
• Communicate with customers, manage critical issues, and provide world-class support
• Receive cases electronically through the Support portal and answer questions from customers and partners via an inbound call queue
• Act as a customer advocate when reporting issues to engineering and work with cross-functional teams to optimize the support experience
• Communicate issues and recommendations clearly and concisely, and build relationships with influencers to impact key business results
• Collaborate with software developers to recommend feature improvements

Preferred Qualifications

Experience with mobile or web application development

Benefits

• Remote, full-time position
• Monday-Friday work schedule
• Permanent position
• Limited coverage outside working hours