Technical Support Engineer (Remote UK)

Ivanti; Daresbury; Remote; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is looking for a Support Engineer who will provide exceptional technical support to customers and partners. This role requires strong technical expertise and excellent communication skills to troubleshoot complex issues effectively. You'll work directly with clients, manage critical situations, and collaborate with cross-functional teams to ensure a world-class support experience. If you thrive in a dynamic environment and are passionate about technology, this is your chance to make a real impact in a company that values innovation and growth.

Qualifications

• Strong technical background and troubleshooting experience required.
• Excellent interpersonal and communication skills are essential.

Responsibilities

• Provide enterprise-level technical support for Ivanti products.
• Act as customer advocate and manage critical issues effectively.

Skills

Technical troubleshooting skills

Interpersonal skills

Communication skills

Time management

Multi-tasking

Self-motivated development

Ability to work under pressure

Adaptability

Teamwork

Proficiency in French or German

Tools

Ivanti Service Manager

BMC Remedy

ServiceNow

Cherwell

Axios

Microsoft Windows

Job description

Who We Are:

In today’s work environment, employees use a myriad of devices to access IT applications and data over multiple networks to stay productive, wherever and however they work. Ivanti elevates and secures Everywhere Work so that people and organizations can thrive.

While our headquarters is in the U.S., half of our employees and customers are outside the country. We have 36 offices in 23 nations, with significant offices in London, Frankfurt, Paris, Sydney, Shanghai, Singapore, and other major cities around the world.

Ivanti’s mission is to be a global technology leader enabling organizations to elevate Everywhere Work, automating tasks that discover, manage, secure, and service all their IT assets. Through diverse and inclusive hiring, decision-making, and commitment to our employees and partners, we will continue to build and deliver world-class solutions for our customers.

Our Culture - Everywhere Work Centered Around You

At Ivanti, our success begins with our people. This is why we embrace Everywhere Work across the globe, where Ivantians and our customers are thriving. We believe in a healthy work-life blend and act on it by fostering a culture where all perspectives are heard, respected, and valued. Through Ivanti’s Centered Around You approach, our employees benefit from programs focused on their professional development and career growth.

We align through our core values by locking arms in collaboration, being champions for our customers, focusing on the outcomes that matter most and fighting the good fight against cyber-attacks. Are you ready to join us on the journey to elevate Everywhere Work?

Why We Need You!

We’re seeking individuals who can provide exceptional technical support to our customers and partners. Strong technical expertise and excellent customer interaction skills are essential for this role. You’ll be working directly with clients on complex, sophisticated products often systems-level software where a technical background is crucial for effective communication and problem-solving. Join us to make a real impact!

What You Will Be Doing:

• The individual we're seeking should have a strong technical background and enjoy troubleshooting issues.
• Normal operations regularly require communicating with customers, managing critical issues, and providing world-class support to customers.
• The Support Engineer will receive cases electronically through our Support portal and will also be part of an inbound call queue receiving and answering questions for direct customers and partners.
• Act as customer advocate when reporting issues to engineering and closely work with other cross-functional teams to have a best support experience for Ivanti customers.
• To provide enterprise-level technical and functional support for Ivanti Enterprise Service Management products to global customers, partners, and internal staff through troubleshooting and diagnosis.
• To participate in the continuous improvement of Ivanti products, solutions, and platforms.
• Proactively calling the customer to troubleshoot and resolve issues.

To Be Successful in The Role, You Will Have:

• Experience supporting IT Service Management tools such as Ivanti Service Manager/Service Desk, BMC Remedy/Helix, ServiceNow, Cherwell, Axios, etc.
• Strong technical troubleshooting skills.
• Excellent interpersonal and communication skills.
• Confident user of Microsoft Windows and common applications.
• Understanding of Database and Server Technologies.
• Understanding of internet and network technologies.
• Excellent time management, multi-tasking and organisational skills.
• Self-motivated to develop technically.
• Ability to cope and work under pressure.
• Able to adapt quickly to change.
• Flexible and open approach.
• Must be able to work well with others as part of a team but at the same time able to work independently.
• Proficiency in French or German is a strong advantage.