Support and Manage Service Engineer

TJDEED Technology®; Pennsylvania; On-site; USD 90,000 - 120,000; Full time

Job summary

TJDEED Technology® is seeking a Senior Support & Managed Services Engineer in the United States to own and drive advanced ITSM support using Ivanti ITSM, ensuring timely follow-ups and SLA adherence.

You will lead ticket ownership, mentor junior engineers, coordinate with Delivery and PMO, and continuously optimize incident, request, change, and problem workflows through Ivanti ITSM.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

Responsibilities

• Handle and resolve Level 2 and Level 3 support tickets within SLA using Ivanti ITSM.
• Take full ownership of assigned cases and ensure proper follow-up until closure.
• Ensure all tickets are regularly updated with clear progress and next actions within the ITSM tool.
• Communicate professionally and proactively with customers regarding issues and updates.
• Configure, support, and enhance Ivanti ITSM modules (Incident, Request, Change, Problem).
• Coordinate with internal teams (Delivery, Presales, PMO) to resolve issues efficiently.
• Escalate complex issues to vendors or higher-level support and follow up until resolution.
• Review and validate support activities to ensure quality and proper troubleshooting.
• Support and guide junior engineers in handling tickets and improving their Ivanti ITSM skills.
• Ensure alignment of support activities with managed services contracts and SLAs.
• Follow standardized support processes and ensure compliance with ITSM best practices.
• Identify recurring issues and contribute to Root Cause Analysis (RCA).
• Participate in customer meetings when required and provide technical updates.

Job description

Role Description

The Senior Support & Managed Services Engineer is responsible for providing advanced technical support, ensuring proper follow-up on all assigned cases, and maintaining high service quality in line with SLAs.

Role Description

The Senior Support & Managed Services Engineer is responsible for providing advanced technical support, ensuring proper follow-up on all assigned cases, and maintaining high service quality in line with SLAs. The role focuses on ownership of support tickets, proactive communication with customers and internal teams, and supporting junior engineers to improve overall team performance. The engineer must have strong hands-on experience with Ivanti ITSM solutions, ensuring effective case handling, process alignment, and system optimization.

Job Responsibilities

• Handle and resolve Level 2 and Level 3 support tickets within SLA using Ivanti ITSM.
• Take full ownership of assigned cases and ensure proper follow-up until closure.
• Ensure all tickets are regularly updated with clear progress and next actions within the ITSM tool.
• Communicate professionally and proactively with customers regarding issues and updates.
• Configure, support, and enhance Ivanti ITSM modules (Incident, Request, Change, Problem).
• Coordinate with internal teams (Delivery, Presales, PMO) to resolve issues efficiently.
• Escalate complex issues to vendors or higher-level support and follow up until resolution.
• Review and validate support activities to ensure quality and proper troubleshooting.
• Support and guide junior engineers in handling tickets and improving their Ivanti ITSM skills.
• Ensure alignment of support activities with managed services contracts and SLAs.
• Follow standardized support processes and ensure compliance with ITSM best practices.
• Identify recurring issues and contribute to Root Cause Analysis (RCA).
• Participate in customer meetings when required and provide technical updates.
• Maintain strong communication and professional relationships with customers.
• Maintain clear communication within the team and contribute to team collaboration.
• Track assigned tasks and log work accurately within the required timelines.
• Stay updated with Ivanti ITSM features, updates, and best practices.
• Maintain professionalism, accountability, and a proactive mindset in all activities

Position Requirements

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field
• Experience: Minimum 4–6 years of experience in IT support or managed services
• Mandatory Experience: Hands-on experience with Ivanti ITSM

Skills & Competencies

• Strong hands-on expertise in Ivanti ITSM
• Configuration and support of ITSM modules: Incident, Request, Change, and Problem Management
• Strong technical troubleshooting skills (L2/L3 support)
• Excellent follow-up skills and full case ownership
• Strong communication skills with customers and internal teams
• Good understanding of SLA, support processes, and managed services
• Ability to manage multiple cases and priorities effectively
• Strong problem-solving and Root Cause Analysis (RCA) skills
• Experience in documentation and knowledge management within ITSM tools
• Team collaboration skills with ability to support junior engineers
• Customer-focused mindset
• Strong time management and task tracking skills
• Proactive, accountable, and results-driven attitude
• Professional, respectful, and team-oriented behavior

Preferred Certifications

• Ivanti ITSM / Ivanti Neurons Certification (highly preferred)
• ITIL Certification
• Relevant ITSM or Endpoint Management certifications