Senior Technical Solutions Engineer

In today’s 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.

Ivanti’s 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, decision-making, and commitment to our employees and partners, we will continue to build and deliver world-class solutions for our customers. 

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 work-life blend and act on it by fostering a culture where all perspectives are heard, respected, and valued. Through Ivanti’s 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 cyber-attacks.  Are you ready to join us on the journey to elevate Everywhere Work? 

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, system-level software challenges, making your technical know-how vital for efficient communication and effective problem resolution. Come join us and make a meaningful difference!

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 doesn't 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.

• 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 top-tier 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.

Required Skills:

• Minimum of 7-10 years of experience in an enterprise IT support role or equivalent.
• Expertise in troubleshooting, reasoning, and providing customer support at the enterprise level.
• Hands-on experience managing Linux/Unix systems, specifically LAMP servers, or expertise in networking, PKI, and virtualization.
• Practical experience with SaaS/Cloud-based 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.
• Bachelor's 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).

• **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 cross-functional 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.

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 recruiting@ivanti.com.

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