Are you ready to embark on a career that goes beyond the ordinary? At Ivanti, we prioritize the growth of our team members just as much as we focus on creating exceptional products. As a premier global player in IT systems and security management, as well as service, asset, and mobility management, Ivanti empowers organizations to mitigate risks and lower costs in managing their IT environments. Our Enterprise Service Management (ESM) platform seamlessly integrates ITIL processes to deliver a versatile, user-friendly, and self-managing application available both in the cloud and on-premises.

Recognized as a Top Place to Work and honored with numerous accolades for our innovative products, Ivanti is where your passion and dedication can thrive. If you’re driven by a commitment to customer satisfaction and excited about crafting impactful solutions while enjoying the journey, we would love to have you join our team!

About Our Team:
Our Technical Support Engineers play a vital role in the success of our clients by ensuring the smooth operation of their business. They are specialists in our Ivanti IT Service Management tools and are dedicated to delivering top-notch support to our customers, partners, and internal teams across the globe. Collaborating with leading organizations and prestigious universities, they tackle complex challenges in mission-critical systems through effective troubleshooting, research, and testing. For intricate issues, they engage directly with back-line and product development teams to ensure solutions are swiftly identified and implemented.

Working flexible shifts, our engineers not only offer outstanding support but also benefit from ample opportunities for professional development and career advancement. This role is perfect for anyone eager to deepen their expertise with the Ivanti suite of solutions, services, and the varied technologies we engage with.

If you’re looking to enhance your ITSM technical skills in an environment committed to excellence, we invite you to be part of our journey.

Your Typical Day:

• Deliver enterprise-grade technical and functional support for Ivanti Enterprise Service Manager products to our global clientele, partners, and internal teams through effective troubleshooting and analysis.
• Contribute to the ongoing improvement of Ivanti products, solutions, and platforms.
• Utilize phone and remote access tools to assist customers as needed.
• Align with team goals and objectives.
• Collaborate with team members to advance customer cases efficiently.
• Ensure timely and effective communication with customers.
• Engage in the creation and sharing of knowledge within the team.
• Enhance support processes through your contributions to continuous improvement.
• Maintain and expand technical expertise to support customers and your own growth.
• Participate in focus activities such as backlog management, mentoring, or coaching.

Essential Skills for Success:

• Proven experience in supporting IT Service Management tools like Ivanti Service Manager/Service Desk, Cherwell, BMC Remedy/Helix, ServiceNow, Axios, etc.
• Strong technical troubleshooting capability.
• Outstanding interpersonal and communication skills.
• Proficient in Microsoft Windows and familiar with general applications.
• Foundational understanding of database and server technologies.
• Knowledge of internet and network technologies.
• Excellent organizational, time management, and multi-tasking abilities.
• Self-driven and motivated to enhance technical competencies.
• Ability to thrive in high-pressure situations.
• Quick adaptability to change, with a flexible and collaborative mindset.
• Capable of working effectively in both team settings and independently.

Desirable Skills:

• Familiarity with ITSM, CMDB, and ITIL business processes.
• Experience troubleshooting Microsoft Internet Information Services (IIS) and related protocols.
• Background in troubleshooting networking issues.
• Exceptional troubleshooting and root cause analysis skills.
• Knowledge of AWS, Azure, and VMWare environments.
• Experience providing SaaS support is a plus.
• Familiarity with Microsoft Windows internals (registry, drivers, configurations, group policies, etc.).
• Understanding of Microsoft Windows server and client operating systems administration.
• Microsoft Certified Professional (MCP, MCSA, MCSE, or MCDBA) credentials are advantageous.

Language Proficiency:

• Fluency in English is a must.

What Awaits You:

• Opportunities for career advancement.
• Pathways for skill enhancement.
• Collaborative team environment.
• Comprehensive private health insurance.
• Equity tracking awards.
• Generous vacation policy with 25 days of holiday.

Recruitment Process Overview:

• Initial introductory discussion with our recruiter – approximately 30 minutes.
• Video interview with the hiring manager – around 30 minutes.
• Technical challenge followed by a panel interview.
• Job offer extended.