Job Description

SeniorTechnical Support Engineer

This is a remote position for a candidate in India to work with our EMEA-based team. We have full offices in Bangalore and Hyderabad but the remainder of the ISEC team resides in EMEA only.

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. We enable the Everywhere Workplace

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!

Role Overview:

This role will see you remotely join a strong and already established UK-based team that supports the Ivanti Security Controls product suite ( ). This consists of:

Ivanti Security Controls (Patching of 1st and 3rd party applications on Linux and Windows)

Ivanti Patch for MEM (SCCM integration)

Ivanti Patch SDK (used by partners to license our patching engine)

The Technical Support Engineer will provide technical support to our customers, partners and internal staff and provide a consistently excellent standard of customer assistance and service.

Through strong technical skills, product knowledge and soft skills - the Support team works to resolve cases by troubleshooting, research, and testing. For more complex issues, the team works directly with back-line and development teams. Cases are raised either by phone or through our web portal by administrators at customer sites. Contact with customers is done primarily through phone (and screen sharing sessions) supporting the full Europe, Middle East and Africa region. You will be supporting system administrators and implementers at a variety of partners, system integrators and end customers.

The team is tightly integrated with the global backline team, with a primary backline engineer located in the UK. Working hours are shift based, with the earliest shift starting at 8 AM CET and the latest at 11 AM CET.

This position provides many opportunities for skills development and career growth, which Ivanti is committed to nurturing. It is a fantastic role to develop expertise in the range of Ivanti solutions, services & customers and the multiple technologies we interact with. Ivanti recognizes our valuable employees through career growth and progression.

Responsibilities and Duties:

Provide remote support for Ivanti products to external customers (IT administrators), partners and internal staff through effective troubleshooting and diagnosis

Ensure customer communication is timely and professional

Participate in and promote the creation and consumption of public-facing knowledge

Continually build and maintain your own technical expertise to support customers and self-develop

Participate in focus activities as required - such as backlog reduction or peer coaching

Employ a team-based approach to problem solving

Required Skills and Experience:

Fluent in written and spoken English

Experience in IT with an emphasis on customer support

Strong technical troubleshooting skills

Committed to finding and fixing problem causes

Excellent interpersonal and communication skills

Expert user of Microsoft Windows and common applications (Word, Excel, etc)

Understanding of Database and Server Technologies

Understanding of Internet and network technologies

Excellent time management, multi-tasking and organisational skills

Motivated to develop technically both through own effort or when offered opportunity to do so

Able to adapt quickly to change such as software releases, tools and processes

Experience with troubleshooting any of the following would be highly advantageous:

Windows Server and Client Operating systems (Registry, Services, Processes, NTFS, ACL / Security Model)

Windows Infrastructure (DHCP, DNS, Active Directory, LDAP)

SQL (SQL Tracing / Profiler use, Querying, simple maintenance plan implementation)

Networking (Ports, Network Services, Wireshark)

Webservers (IIS, interpreting HTTP error codes, interacting with REST APIs)

Windows Updates (WSUS, SCCM, Windows 10 operating system upgrades)

Preferred Skills and Experience:

Exposure to Microsoft Windows internals (registry, general configuration, GPO, etc.)

Experience supporting administrators / technical experts internationally

Familiarity with Sysinternals tools (procmon, handle.exe, etc.)

Exposure to Wireshark or general network services troubleshooting

Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA)

Certifications such as: CompTIA A+, CompTIA N+, Citrix CCA/CCAA

Cisco network associate certification (CCNA)

Some exposure to Mac, Linux or Unix-like operating systems

SQL, IIS, Citrix or VMWare experience

Knowledge of Microsoft Windows Server and client OS administration

Technical blogging, knowledge article creation, forum contribution or web site creation

Exposure to the process of raising bugs to software engineers (internal or public)

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