Offer summary

Qualifications:

Experience supporting IT Service Management tools such as Ivanti Service Manager, ServiceNow, or BMC Remedy., Strong technical troubleshooting skills and understanding of database and server technologies., Excellent interpersonal, communication, and time management skills., Self-motivated with the ability to work under pressure and adapt to change..

Key responsibilities:

Provide enterprise-level technical and functional support for Ivanti products to global customers and partners.

Participate in the continuous improvement of Ivanti products and support processes.

Ensure timely and appropriate customer communication while working as part of a team to progress customer cases.

Maintain technical expertise and contribute to knowledge creation and sharing within the team.

Job description

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 - 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.

The company has received numerous awards for being a Top Place to Work, as well as many accolades for the products it develops.
If you’re passionate about what you do, are a champion of customer satisfaction and success, and interested in developing solutions that make a difference and in having fun while doing it, Ivanti is the place for you!

Meet the Team:
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 by working in shifts 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
Must be able to work well with others as part of a team but at the same time able to work independently

What skills are nice to have:

Knowledge of ITSM, CMDB and ITIL business processes
Experience troubleshooting Microsoft Internet Information Services (IIS) and associated protocols
Experience with troubleshooting Networking issues
Strong troubleshooting/root cause isolation skills
Familiarity with AWS, Azure, VMWare
Experience providing SaaS support is desirable
Exposure to Microsoft Windows internals (registry, drivers, config, group policies etc)
Knowledge of Microsoft Windows server and client OS administration
Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA)

Languages: