Full-Time Technical Support Engineer

Technical Support Engineer for Ivanti Neurons for ITSM.

Responsibilities:

• Deliver exceptional technical support to customers and resellers.
• Proactively log and manage customer incidents.
• Communicate effectively with clients to understand needs and provide solutions.
• Conduct product testing, document issues and collaborate with development.
• Identify escalation cases and advocate for customers.
• Contribute to knowledge base articles and training materials.
• Support company initiatives and improve customer experience.
• Be available for flexible work hours, including on-call.

Requirements:

• Bachelor's degree in Computer Science, IT, or Engineering, or equivalent experience.
• 3+ years of software or application support experience.
• Proficient with databases, preferably SQL.
• Familiarity with IT operations and ITIL practices.
• Strong troubleshooting skills.
• Excellent communication and customer service skills.
• Technical writing skills.
• Working knowledge of Windows Operating Systems, IIS, SSRS, and server virtualization.

Roadmap:

• First 90 days: Onboarding, understanding products, shadowing, managing incidents.
• First 6 months: Full ownership, follow-ups, identifying issues, technical documentation.
• First 12 months: Consistent performance, analyze metrics, lead training, strategic initiatives.

What is the last date for applying to the job?

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