Senior Technical Solutions Engineer
Senior Technical Solutions Engineer
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Job Description
Who We Are
In todays 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.
Ivantis 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 decisionmaking and commitment to our employees and partners we will continue to build and deliver worldclass 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 worklife blend and act on it by fostering a culture where all perspectives are heard respected and valued.Through Ivantis 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 cyberattacks.Are you ready to join us on the journey to elevate Everywhere Work
Why We Need You!
We are looking for talented individuals to deliver outstanding technical support to our customers and partners. This role requires a strong technical foundation and superior customer interaction skills. You will engage directly with clients to address sophisticated systemlevel software challenges making your technical knowhow vital for efficient communication and effective problem resolution. Come join us and make a meaningful difference!
About The Team
At Ivanti our Customer Support team strives to enable our customers to experience the full potential of our products and services. We do this by ensuring a predictable and effortless support experience through autonomy mastery and purpose. Their unwavering commitment to excellence formulates our culture of providing industry leading customer service. As trusted advisors their dedication doesnt stop there; they develop relationships into partnerships personalizing each support experience for maximum satisfaction. Our adaptable knowledgeable professionals are eager to inspire maximum business benefit from utilizing our products and services.
What You Will Be Doing
- We are seeking a highly skilled individual with a robust technical background and a passion for troubleshooting issues.
- Daily responsibilities include communicating with customers resolving critical problems and delivering toptier support.
- The Support Engineer will handle cases submitted electronically through our Support portal and will also be part of an inbound call queue to answer questions from both customers and partners.
To Be Successful in The Role You Will Have
Required Skills:
- Minimum of 710 years of experience in an enterprise IT support role or equivalent.
- Expertise in troubleshooting reasoning and providing customer support at the enterprise level.
- Handson experience managing Linux/Unix systems specifically LAMP servers or expertise in networking PKI and virtualization.
- Practical experience with SaaS/Cloudbased solutions (AWS Azure Docker) and microservices.
- Previous experience with enterprise support for iOS/Android issues is a plus.
- Strong written and verbal communication skills.
- Demonstrated ability to handle critical system outages and escalations.
- Bachelors degree in computer science or a related technical field or equivalent work experience.
Preferred Skills:
- Proven experience in troubleshooting DNS IP networking firewalls SMTP HTTPS load balancers ActiveSync and email.
- Linux Certified.
- Proficiency in Microsoft Server Technologies such as Exchange ActiveSync Active Directory ISA/TMG NDES and KDC.
- Expertise in Mobile Device Management (MDM) for Apple iOS and Android.
- Cisco Certified Network Associate (CCNA) or equivalent certification.
- Microsoft Certified Technology Specialist (MCTS) in Exchange or equivalent experience.
- Knowledge of LDAP server administration.
- Experience with SQL databases and query writing.
- VMware Certified Professional (VCP) or equivalent certification.
- Proficiency in Public Key Infrastructure (PKI) and Simple Certificate Enrollment Protocol (SCEP).
Roadmap for Success
- **First 90 Days:**
Efficiently handle and resolve customer incidents to ensure timely support.
Familiarize yourself with our products processes and team dynamics.
Establish effective communication channels with customers to understand their needs.
- **First 6 Months:**
Develop the ability to work independently with minimal oversight while maintaining service quality.
Collaborate with crossfunctional teams to streamline incident resolution processes.
Begin to identify areas for service improvement based on customer interactions.
- **First 12 Months:**
Build strong relationships with customers to establish trust and credibility.
Achieve positive customer feedback through a commitment to exceptional service.
Contribute to ongoing quality improvement efforts demonstrating measurable enhancements in customer satisfaction.
Our Employer Commitment
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.
#LIIP2
Required Experience:
Senior IC
Employment Type
Full Time
