APAC Technical Support Engineer at Ivanti (Salt Lake City, UT)

| Salt Lake City, UT
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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 provides technical support to our customers and resellers, 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 providing quality technical support. 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. 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.
  • The individual we're seeking must have a passion for delighting customers and solving tough technical issues
  • This TSE opportunity will be working with Cherwell Service Management, a comprehensive service desk solution verified for eleven ITIL® processes.

Working Conditions & Physical Requirements:

Ivanti CSM Support is a 24x7x365 Operation
  • The hours for this position are a 40-hour work week based on working 4 x 10
  • Monday - Thursday schedule second shift (3:00 p.m. MT - 1:00 a.m. MT)

Responsibilities:

The individual we're seeking should have a strong technical background and enjoy troubleshooting issues. Normal operations regularly require communicating with customers, managing critical issues, and providing world-class support to customers. The Support Engineer will receive cases electronically through our Support portal and will also be part of an inbound call queue receiving and answering questions for direct customers and partners.

80% - Resolve client questions or problems in the areas of system configuration/setup and product functionality, including fixes or enhancements.
  • Serve as primary support liaison between company and customer.
  • Provide excellent technical and customer service; strong communication skills are required.
  • Troubleshoot complex technical issues in customer environments.
  • Perform product testing and customer issue replication.
  • Contribute toward achievement of team goal and objectives.
  • Works directly with the back line and development teams (as needed) to resolve complex issues and provide input for product direction.

10% - Develop and share knowledge about the software/solution.
  • Write/edit knowledge base articles to answer common customer questions.
  • Deliver and receive training to/from others.

10% - Assist other Technical Support Engineers with difficult and complex issues
  • We succeed as a team, so a willingness to put the team's objectives above your own is desired. Collaboration is a key when working as a Technical Support Engineer.
  • May perform other job duties as directed by Employee's leaders.

Qualifications - Skills and Experience:
  • 2+ years of experience in IT with an emphasis on customer support
  • Excellent interpersonal and communications skills
  • Excellent time management, decision making and organization skills
  • Strong technical troubleshooting skills
  • Strong knowledge of networking
  • Knowledge of Windows Operating Systems and MS Office
  • Must be able to work well with others as part of a team

Preferred Experience/Certifications:
  • Knowledge of IIS installation and configuration
  • Knowledge and/or experience with SQL database technologies
  • Understanding of Simple Network Management Protocol (SNMP)
  • Working knowledge of the components in a web applications stack
  • CSM knowledge and experience is highly desirable
  • Understanding how SAML functions
  • Understanding how LDAP functions
  • Knowledge of APIs and how they function

Education:
  • 4-year degree in IS or IT, or equivalent experience preferred


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

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More Information on Ivanti
Ivanti operates in the Analytics industry. The company is located in South Jordan, UT. Ivanti was founded in 2022. It has 3014 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 2 open jobs at Ivanti, click here.
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