Technical Support Engineer

Who We Are: 

In today’s work environment, employees use a myriad of devices to access IT applications and data over multiple networks to stay productive, wherever and however they work. Ivanti elevates and secures Everywhere Work so that people and organizations can thrive.  

While our headquarters is in the U.S., half of our employees and customers are outside the country. We have 36 offices in 23 nations, with significant offices in London, Frankfurt, Paris, Sydney, Shanghai, Singapore, and other major cities around the world. 

Ivanti’s mission is to be a global technology leader enabling organizations to elevate Everywhere Work, automating tasks that discover, manage, secure, and service all their IT assets. Through diverse and inclusive hiring, decision-making, and commitment to our employees and partners, we will continue to build and deliver world-class solutions for our customers.  

Our Culture - Everywhere Work Centered Around You 

At Ivanti, our success begins with our people. This is why we embrace Everywhere Work across the globe, where Ivantians and our customers are thriving. We believe in a healthy work-life blend and act on it by fostering a culture where all perspectives are heard, respected, and valued. Through Ivanti’s Centered Around You approach, our employees benefit from programs focused on their professional development and career growth.  

We align through our core values by locking arms in collaboration, being champions for our customers, focusing on the outcomes that matter most and fighting the good fight against cyber-attacks.  Are you ready to join us on the journey to elevate Everywhere Work?  

Why We Need you! 

The Technical Support Engineer (TSE) provides quality and efficient technical support to our customers, partners, and re-sellers answering complex questions on product functionality and usage through various means of communication including but not limited to phone, email, and remote support sessions. Technical Support Engineers possess excellent communication skills and look to contribute to the technical success of their colleagues and peers throughout the organization. They have an eagerness to learn and take on new challenges while maintaining focus on the customer experience as well as departmental and organizational objectives. As a Technical Support Engineer you are expected to proactively assist the team in driving key initiatives and ensuring the long-term success of our customers and the company. You may be required to represent the team in other functional areas within the company. 

What You Will Be Doing: 

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 

To Be Successful in The Role, You Will Have: 

• 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 <