ITSM Technical Support Engineer, Ivanti
French Speaker
+ Equity
IT service and asset management software
Job no longer available
IT service and asset management software
1001+ employees
Job no longer available
+ Equity
1001+ employees
Company mission
To elevate human potential within organizations by managing, protecting and automating technology for continuous innovation.
Role
Who you are
- Experience supporting IT Service Management tools such as Ivanti Service Manager/Service Desk, Cherwell, BMC Remedy/Helix, ServiceNow, 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
- Must be fluent in English and French!
Desirable
- Knowledge of ITSM, CMDB and ITIL business processes
- Experience troubleshooting Microsoft Internet Information Services (IIS) and associated protocols
- Experience with troubleshooting Networking issues
- Strong troubleshooting/root cause isolation skills
- Familiarity with AWS, Azure, VMWare
- Experience providing SaaS support is desirable
- Exposure to Microsoft Windows internals (registry, drivers, config, group policies etc)
- Knowledge of Microsoft Windows server and client OS administration
- Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA)
What the job involves
- Our Technical Support Engineers contribute to the success of our global customers by supporting their critical business operations
- They are experts in our Ivanti IT Service Management tools and provide assistance and excellent standard of service to our global customers, partners and internal staff
- They work with some of the biggest and best companies and most prestigious universities in the world to solve complex and interesting issues on mission critical systems through effective collaborative troubleshooting, research and testing or for more complex issues engages directly with back-line and product development teams
- They provide excellent support and they are offered many opportunities for skills development and career growth
- It is a fantastic role to develop expertise in the range of Ivanti solutions, services & customers and the multiple technologies we interact with
- Provide enterprise level technical and functional support for Ivanti Enterprise Service Manager products to global customers, partners and internal staff through troubleshooting and diagnosis
- Participate in the continuous improvement of Ivanti products, solutions and platforms
- Make use of phone and remote access tools appropriately
- Maintain team goals and objectives
- Work as part of a team to progress customer cases
- Ensure customer communication is timely, maintained and appropriate
- Participate in and promote the creation and consumption of knowledge
- Follow and contribute to the continuous improvement of support processes
- Maintain technical expertise to support customers and self-develop
- Participate in focus activities as required – such as backlog reduction, mentoring or coaching of others
Our take
Ivanti, a well-established leader in IT and asset management solutions, has evolved significantly since its founding as LAN Systems in 1985. After merging with HEAT Software in 2017 to become Ivanti, the company has continued to grow by acquiring smaller firms and expanding its reach and product offering.
Today, Ivanti is known for its flagship product, the Ivanti Neurons IT Platform, which uses machine learning to proactively detect and resolve IT issues. In addition, the company provides a range of cybersecurity solutions, including VPNs and real-time security surveillance, to help businesses safeguard their networks.
Despite facing challenges, including a data breach involving its subsidiary companies MobileIron and Pulse Secure, Ivanti has taken proactive steps to enhance security. In response to vulnerabilities that allowed hackers to exploit VPN systems, Ivanti has strengthened its security with zero trust models and Unified Endpoint Management tools to better protect its customers.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Jan 2005
$35m
SERIES B
Jan 2000
$5.6m
SERIES A
Total funding: $40.6m
Company HQ
South Jordan, UT
Leadership
Dennis Kozak
(CEO)Dennis joined Ivanti in 2022 as COO, moving into the role of CEO in 2025. Prior to Ivanti, he spent 3 years at Avaya as an SVP of Business Transformation and Strategic Operations, Global Cloud & Channel Sales. Before this, he spent 23 years at CA Technologies, holding various roles, including Senior VP.
Peter De Bock
(CFO)Prior to joining Ivanti in 2023, Peter was the Chief Administrative Officer at Inovalon. He also spent 28 years at CA Technologies, holding various roles, including SSVP of Financial Planning & Analysis and Chief Financial Planning Officer.
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