Technical Support Engineer - Remote

Overview

As a Technical Support Engineer for Ivanti Neurons for ITSM, you'll play a crucial role in delivering exceptional technical support to our valued customers and resellers. You’ll engage with complex, demanding, collaborate across teams, and contribute to enhancing customer experiences.

In Short

• Deliver exceptional technical support to customers and resellers, ensuring timely and effective issue resolution.
• Proactively log and manage customer incidents while prioritizing tasks based on urgency and impact.
• Communicate effectively with clients to understand their needs and provide tailored solutions.
• Conduct thorough product testing, documenting issues and collaborating with development teams to enhance product quality.
• Identify cases needing escalation and advocate on behalf of customers to meet business commitments.
• Contribute to the creation of knowledge base articles and training materials to facilitate knowledge sharing within the team.
• Support company initiatives and contribute to the continuous improvement of the customer experience.
• Be available for flexible work hours, including on-call rotations, to meet customer support needs effectively.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience.
• 3+ years of experience in software or application support.
• Proficient in understanding databases, preferably SQL, including query statements and optimization techniques.
• Familiarity with IT operations and ITIL practices relevant to IT Service Management.
• Strong troubleshooting skills with the ability to manage multiple customer incidents efficiently.
• Excellent communication and customer service skills, with a focus on delivering quality support.
• Technical writing skills for creating knowledge base articles and documentation.
• Working knowledge of Windows Operating Systems, IIS, SSRS, and server virtualization technologies like VMware.

Benefits

• Professional development and career growth opportunities.
• Supportive and innovative work culture.
• Flexible work hours.
• Commitment to diversity and inclusion.