Technical Support Engineer- Ivanti Neurons

Join our team

Looking for more than just a job? We like developing our people just as much as we like developing great products.

Ivanti is a global leader in IT systems and security management, service management, asset management, and mobility management solutions, and is experiencing significant growth worldwide. The company has received numerous awards for being a Top Place to Work. With open positions around the globe, it's an exciting time to join Ivanti!

Competitive salary and benefits and flexible hours. Ivanti is a great place to work.

If you're passionate about what you do and are interested in developing solutions that make a difference and in having fun while doing it, Ivanti is the place for you!

What We Do

• Empower users to seamlessly and securely connect from any place in the world that offers air, water andInternet!
• Equip organizations with the right tools to configure access, manage and enforce compliance with a holistic view on network, users and usage.
• Empower organizations to continue to breathe easy, now with an added sense of invincibility.
• Work hard so that you can focus on the things you want to!

The preferred location is either South Jordan, UT or Colorado Springs, CO. We will consider remote candidates.

Position Summary:

The Technical Support Engineer (TSE) provides quality and efficient technical support to our customers, partners, and resellers 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.

Responsibilities:

• Assist external customers with technical issues and answer questions related to system configuration and product functionality.
• Diagnose, troubleshoot, and replicate customer-reported issues. Research and identify solutions to them.
• Own Support case management from case creation through resolution. Effectively communicate on a peer level with IT professionals within customer accounts to quickly and accurately recommend solution strategies.
• Provide technical guidance and best practices as a subject matter expert for Ivanti Neurons.
• Work directly with the product support and development teams to resolve complex issues and provide input for product direction.
• Sustain team, departmental, and organizational goals and objectives.
• Develop and share knowledge though creation and enhancement of knowledge base articles.
• Participate in the technical review process for new product launches and enhancements.

Qualifications:

• 2+ years of practical experience in a technical support or IT role
• Curious and a self-starter - when you hit an obstacle, you research and investigate until you solve it.
• Ability to continually learn new skills for a rapidly-evolving software product
• Exceptional troubleshooting and reasoning skills
• Strong written and verbal communication skills
• Experience coordinating meetings with various web conferencing platforms, including Microsoft Teams and Zoom
• Ability to effectively and efficiently manage critical technical situations
• 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
• Knowledge of security technologies and protocols (firewall, TLS/SSL, HTTP/HTTPS)

Preferred:

• Windows Server Administration Experience
• Active Directory Experience
• Linux/Mac OS experience
• Knowledge of virtualization and hypervisors
• Knowledge of cloud technologies (AWS, Azure, etc.)
• Database experience - Microsoft SQL or other relational database language
• Relevant industry certifications (e.g., CompTIA Network+, CCNA, Etc.)

Education:

• 2-4-year degree in IS or IT, or equivalent experience

At Ivanti, we are One. One Company formed from many. One people, formed by an environment of mutual respect and trust made up by people working together 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 law. As a global company, we believe that diversity and inclusion among our team members is critical to our success and we proactively strive to recruit, develop, and retain the best and brightest people from the most diverse candidate pools we can find all over the world.

External Recruiting Agencies/Vendors: Ivanti Software does not currently engage with external recruiting agencies and will not accept unsolicited resumes from any external agency. Unsolicited resumes submitted by agencies to Ivanti will become the property of Ivanti and may be contacted and engaged with directly. Ivanti maintains a preferred vendor list and only engages with these agencies from time to time. Ivanti has not agreed to pay placement or any other fee to companies who have not been specifically retained to conduct a candidate search

#LI-JH1

#LI-Remote