Technical Support Engineer

Summary

Join Ivanti, a global technology leader, as a Support Engineer providing exceptional technical support to customers and partners. You will troubleshoot complex issues, communicate with clients, manage critical situations, and provide world-class support. This role requires strong technical expertise, excellent communication skills, and experience with IT Service Management tools. You will work directly with clients on sophisticated products, often systems-level software, requiring a technical background for effective communication and problem-solving. The position involves collaborating with cross-functional teams and proactively resolving issues. Make a real impact by joining our team!

Requirements

• Experience supporting IT Service Management tools such as Ivanti Service Manager/Service Desk, BMC Remedy/Helix, ServiceNow, Cherwell, 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
• Fluency in English is required

Responsibilities

• Communicate with customers
• Manage critical issues
• Provide world-class support to customers
• Receive cases electronically through our Support portal
• Receive and answer questions for direct customers and partners
• Act as customer advocate when reporting issues to engineering
• Closely work with other cross functional teams to have a best support experience for Ivanti customers
• Provide enterprise level technical and functional support for Ivanti Enterprise Service Management products to global customers, partners and internal staff through troubleshooting and diagnosis
• Participate in the continuous improvement of Ivanti products, solutions and platforms
• Proactively calling the customer to troubleshoot and resolve issues

Preferred Qualifications

Proficiency in French or German is a strong advantage