[Hiring] ITSM Technical Support Engineer @Ivanti

Role Description

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

Qualifications

• 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

Requirements

• 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)

Benefits

• Friendly flexible working model: Empower excellence whether you’re at home or in the office and support work-life balance.
• Competitive compensation & total rewards: Including health, wellness, and financial plans tailored for you and your family.
• Global, diverse teams: Collaborate with talented people from 23+ countries.
• Learning & development: Grow your skills with access to best-in-class learning tools and programs.
• Equity & belonging: We value every voice. Your story helps inform our solutions for a changing world.