Technical Support Engineer - Endpoint Manager

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Written by AI from the job title and company, not by Ivanti, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Engineer - Endpoint Manager at Ivanti is responsible for providing exceptional technical support to clients using endpoint management solutions. This role involves troubleshooting, diagnosing, and resolving issues related to endpoint software and hardware, ensuring optimal performance and user satisfaction. The successful candidate will work closely with clients and cross-functional teams to enhance product performance, provide training, and create documentation that aids in client understanding and usage of the product.

Job Responsibilities

• Provide front-line technical support for endpoint management solutions, resolving technical issues promptly.
• Troubleshoot and resolve client issues related to software deployment, device management, and patching systems.
• Conduct root cause analysis on recurring issues to develop long-term solutions.
• Collaborate with product development teams to communicate client feedback and identify potential product enhancements.
• Assist in the creation and maintenance of technical documentation and training materials for clients and internal teams.
• Train end-users on best practices concerning endpoint management solutions and associated technologies.
• Participate in on-call support rotation and assist in managing escalated tickets.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in a technical support or engineering role, preferably with endpoint management software.
• Proficient in troubleshooting Windows and macOS environments.
• Familiarity with endpoint management tools such as Ivanti, Microsoft Intune, or similar products.
• Strong understanding of networking concepts and protocols.
• Excellent communication and interpersonal skills, with an ability to explain technical concepts to non-technical users.
• Certifications in relevant technologies (e.g., CompTIA A+, Microsoft Certified Solutions Expert) are a plus.

Technologies & Tools

This position utilizes a variety of technologies and tools to support endpoint management initiatives. Key technologies include Ivanti Endpoint Manager, Microsoft Endpoint Configuration Manager, PowerShell scripting, and remote desktop tools. Additionally, familiarity with network monitoring tools and troubleshooting software such as Wireshark may be beneficial in resolving client issues effectively.

Ideal Candidates

Ideal candidates for the Technical Support Engineer - Endpoint Manager role at Ivanti are individuals who possess strong analytical skills and a customer-centric mindset. They should be highly motivated, proactive in their problem-solving approach, and capable of working both independently and as part of a team. Excellent time management skills and a keen attention to detail, paired with the ability to adapt to rapidly changing environments, further distinguish a successful candidate in this dynamic role.