Product Support Engineer
Company Summary:
We work in partnership with our customers to reduce IT complexity, protect and manage assets and enable IT organizations to provide a high level of service to their business. Our employees and partners strive to be the most proactive in the industry as we implement our customer focus strategy. That customer focus strategy is driven by the following core values: innovation, accountability, teamwork and trust. Thousands of customers worldwide actively use our proven solutions for systems lifecycle management, endpoint security management, and IT service management.
Ivanti products are built upon our open Management Automation Platform, and research firms like Gartner and Forrester consistently rank Ivanti as an industry leader.
Position Summary:
Responds to complex technical inquiries where first-line product support has failed to isolate or fix problems with malfunctioning software services. This position is either a primary or secondary support liaison between the company and customers providing broad technical support. Assists various groups manage difficult technical initiatives and resolves product support challenges. Provides technical support to field engineers, technicians, and product support personnel who diagnose, troubleshoot, repair, and debug complex systems, software, or networked and/or wireless systems.
Reports design, reliability and maintenance problems or bugs to design or product engineers. May be involved in customer installation and training. Provides support to customers where the product is highly technical or sophisticated in nature.
ESSENTIAL JOB DUTIES:
- Responds to complex technical inquiries where first-line product support has failed to isolate or fix problems with malfunctioning software services. Resolves customers' questions or problems remotely with respect to systems configurations/setup, product functionality and product enhancements.
- Troubleshoots, identifies, tests, and documents product defects for review and validation. Assists various groups manage difficult technical initiatives and resolves product support challenges. Provides technical support to technical and product support personnel who diagnose, troubleshoot, repair, and debug complex systems, software, or networked and/or wireless systems.
- Develops knowledgebase to leverage lessons learned in order to more quickly address common customer questions and issues.
- Represents the team in a number of other functional groups within the company (i.e. internal training, customer visits, etc.)
- Performs other job related duties as assigned.
MINIMUM QUALIFICATIONS:
Required:
- 5 years of experience in a technical support or professional services role.
- May provide leadership to less experienced engineers.
- Experience with broad IT environments with an emphasis on customer support and operates under moderate supervision of management
- Must be able to consider the needs of the customer and how to satisfy those needs
- Must demonstrate responsiveness and ownership and keep stakeholders informed throughout the lifecycle of the support request
- Must be a team player and promote a spirit of cooperation and teamwork
- Must have excellent interpersonal and verbal and written communications skills
- Must have excellent time management and decision making skills and be able to prioritize tasks
- Must have strong technical troubleshooting skills, problem solving, and organizational skills
- Must demonstrate the ability to think through situations outside the norm and develop appropriate solutions, isolating the root cause
Technical Background:
- Must possess functional knowledge of current Microsoft Windows operating systems (client and server platforms), networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, switching and routing
- Must know Windows patch management, antivirus and firewall solutions
- Must know virtualized platforms such as VMware Workstation or ESX
- Must have excellent communication skills and look to support their colleagues and peers as appropriate
Languages:
- Must be able to speak and write fluent English is required
- Fluency in additional languages would be advantageous, although not essential
Preferred:
- Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA)
- CompTIA Network+
- Cisco network associate certification (CCNA)
- VMware Certified Professional (VCP)
- Relational database applications (RDBMS) including Microsoft SQL Server
Education/Licensing/Certification:
- Graduation from an accredited institution with a bachelor’s degree in Information Systems or Information Technology or related discipline or any combination of equivalent education and experience is required
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