Technical Support Engineer Intern

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 currently seeking a Technical Support Engineer Intern to work on many aspects in support of our Network Security products. A Technical Support Engineer Intern on this team will be a cross-functional member who can work within a highly experienced group of support engineers, as well as collaborate with others outside of the team to increase their technical product expertise with a focus on continuous improvement for internal and customer facing support efforts.

What You Will Be Doing:

A Technical Support Engineer provides technical support to our customers and partners, answering complex questions on function and usage of the products via the telephone and/or Internet. This position is a primary support liaison between our company and our customers. Your focus will be on providing quality technical support to network administrators, NOC, SOC and support staff. You will be working with our partners, MSPs, MSSPs as well as end customers who have purchased our network security solutions. Technical Support is primarily delivered by phone, email and screenshare.

Technical Support Engineers have excellent communication skills and look to support their colleagues and peers throughout the organization. They have an eagerness to learn and take on new challenges while thinking about how they could improve the customer experience. They know that the company's success is measured by our customers' success. Outcomes matter most!

As a Technical 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. As you mature in this role, you may be required to represent the team in several other functional areas within the company. Technical Support represents a primary way for our customers to interact with the business beyond the point of sale. This means that we are shaping how the world feels about Ivanti, every day.

The products you will be supporting are part of our Network Security offering, formerly Pulse Secure. These include NAC and VPN solutions. These can be deployed on-premise as virtual machines or hardware as well as on most cloud platforms (VPN only). In addition, Neurons-integrated SaaS offerings will be part of your scope which include Zero Trust Access and Neurons for Secure Access.

• Resolve client questions or problems in the areas of system configuration, deployment, performance and day to day use.
• Funnel customer feedback on product functionality including fixes or enhancementsthrough appropriate channels
• Serve as primary contact point between the company and customers
• Keep customer informed of how and when problems are resolved
• Involved in any additional follow up, analysis, testing and troubleshooting
• Building and delivering action plans for issues that address the full scope of reported issues
• Maintain Team goals and objectives
• Works directly with the back-line engineers and development teams to resolve complex issues and provide input for product direction
• Develop and share knowledge about the software
• Write knowledge base articles and white papers to answer common customer questions
• Deliver and receive training to/from others
• Assist other Technical Support Engineers with difficult and complex issues
• May perform other job duties as directed by Employee's Leaders

To Be Successful in The Role, You Will Have:

• 3+ years of experience in IT with an emphasis on customer support
• Excellent interpersonal and communications skills, focused on delivering concise and clear instructions in English to non-native English speakers
• Excellent time management, decision making and organization skills
• Strong prioritization skills and understanding of how network security solutions play a critical role in organizations
• Strong technical troubleshooting skills both in theory and while conducting screen sharing sessions
• Strong knowledge of networking, with a focus on TLS, HTTP(S), tunnelling and a good understanding of how the data path is affected by different OSI layer devices
• Strong knowledge of Microsoft Windows server and client OS administration
• Basic knowledge of the Linux command line and common commands or generalized research knowledge that will help you work through obstacles
• Must have a team-first approach and have a friendly demeanor when working with colleagues
• Experience of working within a case management system or CRM

Preferred Education, Skills, and Experience:

• Working towards Bachelor of Science or Master of Science degree in Information Security, Information Technology, or related field
• CCNA, CompTIA Network+ or similar general networking certification
• Linux or UNIX focused exposure or certifications
• Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA) or the more recent Azure-focused administration exams
• Exposure to software deployment and management on an enterprise scale (e.g. SCCM, Altiris)
• Demonstrable knowledge of Windows Internals or in-depth knowledge of software development
• Experience with scripting using PowerShell, Bash or common use of tools like curl, postman or httprepl
• Basic level knowledge of Load Balancers, WAN Optimization and other Layer 3 devices that may impact VPN technology

This job posting will remain active until a qualified candidate is identified.

At Ivanti, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Ivanti believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

If you require special assistance for the best interview experience, please contact us at [email protected] .

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