Technical Support Engineer

Summary

Join Ivanti as a Technical Support Engineer for Ivanti Endpoint Manager and become the primary support liaison, providing exceptional technical assistance to customers and partners. You will resolve complex issues related to product functionality and configuration, collaborating with teams to overcome technical challenges. Your strong communication skills, proactive learning approach, and dedication to customer experience will be crucial. This role involves troubleshooting, analyzing, and documenting technical incidents, contributing to product enhancement, and actively participating in knowledge base development. You will work closely with fellow engineers, fostering teamwork and achieving shared goals. This position offers growth opportunities within a supportive and quality-driven culture.

Requirements

• Proven experience in technical support, software/application support, or desktop management
• Strong troubleshooting and problem-solving skills, with the ability to resolve issues ranging from basic misconfigurations to complex technical problems
• Working knowledge of Windows operating systems, networking fundamentals (e.g., TCP/IP, DNS, DHCP), and server virtualization technologies such as VMware
• Familiarity with databases (preferably SQL), including writing and optimizing queries
• Excellent communication and customer service skills, with the ability to explain technical concepts clearly to diverse audiences
• Technical writing skills for documenting solutions and creating knowledge base articles
• Commitment to continuous learning and adapting to evolving technologies
• Bachelor’s degree in Computer Science, Information Technology, or related field—or equivalent practical experience

Responsibilities

• Deliver exceptional technical support to customers and partners, resolving complex questions and issues related to Ivanti Endpoint Manager’s configuration, setup, and functionality
• Serve as the primary liaison between Ivanti and our customers, keeping them informed and ensuring their needs are met through timely communication
• Troubleshoot, analyze, and document technical incidents, collaborating with backline and development teams to resolve challenging problems and contribute ideas for product enhancement
• Conduct thorough product testing and proactively identify, log, and manage incidents, prioritizing tasks based on urgency and customer impact
• Advocate for customers by escalating critical issues as needed and ensuring business commitments are met
• Actively contribute to our knowledge base by creating informative articles, engaging in team discussions, and participating in training sessions to promote knowledge sharing and team growth
• Support ongoing company initiatives and champion continuous improvement to enhance the overall customer experience
• Work closely with fellow Technical Support Engineers to solve intricate issues, foster teamwork, and align with shared goals

Preferred Qualifications

• Experience supporting Mac and Linux/UNIX environments is a plus
• Understanding of IT operations, IT Service Management principles, or ITIL practices
• Certifications such as A+, Network+, Security+, CCNA, Microsoft Certifications, or related credentials and related skills and knowledge are very helpful