Technical Support Engineer

Summary

Join Ivanti as a Technical Support Engineer (TSE) and provide quality technical support to customers, partners, and resellers. You will address complex questions on product functionality and usage through various communication channels. The role requires excellent communication skills and a proactive approach to problem-solving. You will collaborate with internal teams to resolve issues and contribute to product development. Responsibilities include assisting customers with system configuration, serving as a liaison between Ivanti and customers, and maintaining knowledgebase articles. The position offers opportunities for professional growth and development within a global technology leader.

Requirements

• 1+ years of practical experience in a technical support or IT role
• Exceptional troubleshooting and reasoning skills
• Strong written and verbal communication skills
• Ability to manage critical technical situations effectively and efficiently
• Experience with LAN/WAN networks and basic network protocols (e.g. TCP/IP, DNS, DHCP, etc.)
• Hands-on experience with Windows Server and Windows Operating Systems

Responsibilities

• Assist our customers with issues and inquiries related to system configuration/setup and product functionality including fixes or enhancements
• Serve as a primary support liaison between Ivanti and our customers
• Keep our customers informed of how and when problems are resolved
• Take ownership in any additional follow up, testing, and troubleshooting
• Sustain team, departmental, and organizational goals and objectives
• Work directly with the product support and development teams to resolve complex issues and provide input for product direction
• Develop and share knowledge about the software
• Create and maintain knowledgebase articles as well as product documentation to aid in the success of our customer base
• Create, deliver and receive training to/from others
• Other duties as assigned

Preferred Qualifications

• Windows Server Administration Experience
• Active Directory Experience
• Linux/Mac OS experience
• Certified Ivanti Security Controls Administrator
• Database experience – Microsoft SQL or other relational database language
• Relevant industry certifications (e.g. CompTIA Network+, CCNA, Etc.)
• 2-4-year degree in IS or IT; or equivalent experience