Technical Support Engineer, ITSM – English/Spanish speaker (Remote – US)

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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 and… Internet!
• 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! 

 

This role is remote.

 

Position Summary:

The Technical Support Engineer provides technical support to our customers and re-sellers, 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 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. You may be required to represent the team in many other functional areas within the company. TSE’s are held accountable for case quality, customer service quality, and metrics as defined and communicated by the business. The support team is staffed 24x7 and position could require changes in hours based on business needs.

Responsibilities:

• Log, capture, and troubleshoot customer incidents and provide resolution within defined SLA’s
• Manage multiple customers and incidents on a varying level of priority
• Provide excellent technical and customer service, strong communication skills a must
• Product testing and the ability to test and document issues found in product releases
• Ability to recognize when to escalate cases on behalf of the customer to meet business commitments

Qualifications:

• Fluent in speaking and writing in both Spanish and English
• BA/BS in Computer Science, Information Technology, Engineering or other related degree OR equivalent relevant experience with 3+ Years in the software, application support industry.
• Flexible schedule and ability to work additional hours when necessary to meet both customer and business needs; possible on-call rotation
• Database knowledge and experience: Oracle or MSSQL to include query statements, data base optimization tuning/indexing, utilization of tools such as Query Analyzer/Enterprise Manager, DB design and understanding roles and users.
• Understanding of IT operations and ITIL practices are applied and used via an IT Service Management product.
• Technical writing skills: ability to write knowledge base articles, community content and product materials for internal and external use

Working Knowledge of:

• Windows Operating Systems
• Internet Information Services – IIS
• SQL Server Reporting Services - SSRS
• Networking and Network Diagnostics
• Server virtualization: VMware, Virtual PC

 

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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