ITSM Technical Support Engineer (Remote, Poland)

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!

Ivanti is a global leader in IT systems and security management, service management, asset management, and mobility management solutions - helping organizations reduce risks and costs associated with managing their IT environment. The Ivanti Entreprise Service Management (ESM) IT Service Management platform combines ITIL process, support and delivery to provide a flexible, intuitive and self-managing application in the cloud and on-premise.

Our Technical Support Engineers contribute to the success of our global customers by supporting their critical business operations. They are experts in our Ivanti IT Service Management tools and provide assistance and excellent standard of service to our global customers, partners and internal staff. They work with some of the biggest and best companies and most prestigious universities in the world to solve complex and interesting issues on mission critical systems through effective collaborative troubleshooting, research and testing or for more complex issues engages directly with back-line and product development teams. 

They provide excellent support and they are offered many opportunities for skills development and career growth. It is a fantastic role to develop expertise in the range of Ivanti solutions, services & customers and the multiple technologies we interact with.

If you are seeking to further strengthen your ITSM technical knowledge in an environment based on excellence, then Join Us Now. 

How will your day look like:

• Provide enterprise level technical and functional support for Ivanti Enterprise Service Manager products to global customers, partners and internal staff through troubleshooting and diagnosis
• Participate in the continuous improvement of Ivanti products, solutions and platforms
• Make use of phone and remote access tools appropriately
• Maintain team goals and objectives
• Work as part of a team to progress customer cases
• Ensure customer communication is timely, maintained and appropriate
• Participate in and promote the creation and consumption of knowledge
• Follow and contribute to the continuous improvement of support processes
• Maintain technical expertise to support customers and self-develop
• Participate in focus activities as required – such as backlog reduction, mentoring or coaching of others

What skills will make you successful:

• Experience supporting IT Service Management tools such as Ivanti Service Manager/Service Desk, Cherwell, BMC Remedy/Helix, ServiceNow, 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
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