Ivanti Looking for Technical Support Engineer – Voice at Bengaluru, Karnataka Full Time

Technical Support Engineer – Voice

Who We Are:
Ivanti’s platform makes it possible for employees to stay productive, secure and engaged wherever they are. That starts with us. With headquarters in Utah, offices in London and Paris and nearly 3,200 employees in 25 countries around the world, we are the Everywhere Workplace – it’s a great time to work for Ivanti!

We anticipate our customers’ needs, we are highly responsive, and we deliver innovative solutions that exceed their expectations. Our mission is to be a global technology leader enabling organizations to thrive in the Everywhere Workplace – automating the tasks that discover, manage, secure and service all their IT assets.

Our Culture:
Teamwork is intrinsic to what we do and why we do it. We are accountable to each other – and support one another. We provide opportunities to grow, learn, add value, and thrive – while also achieving new levels of performance. We treat all with appreciation, dignity, and respect. It is through diverse and inclusive hiring, decision-making, and commitment to our employees and partners that we will continue to build and deliver world-class solutions for our customers.

Why We Need you!

Our customers expect thorough, expert help when they reach out, and the Technical Support Engineer (TSE) is the face of that excellence, answering complex questions on function and usage of the products via the telephone and/or email. Ivanti TSEs have excellent communication skills and look to support their colleagues and peers throughout the organization. They have an eagerness to learn and take on new challenges while thinking about how they could improve the customer experience. As a an Ivanti TSE, you are expected to proactively assist the Team in driving key initiatives and ensuring the long-term success of our customers and the company.

The individual we’re seeking must have a passion for delighting customers and solving tough technical issues.

This TSE opportunity will be working with Ivanti Voice, which integrates automated call routing and management, bringing computer-based intelligence to your telephony functionality and tangible benefits to your customers, agents, and managers.

Duties:
Diagnose, troubleshoot and replicate customer issues, research and identify solutions to them.

Provide technical guidance and best practices as the subject matter expert in our products.

Effectively communicate on a peer level with IT professionals within customer accounts to quickly and accurately recommend and communicate solution strategies.

Ensure proper recording of customer reported problems and maintaining status of problem and problem resolution in case problem report tracking system.

Actively participate and proactively document customer questions, issues, resolutions, and specific implementation scenarios in the knowledge database.

Effectively document and communicate customer questions, issues, and requirements to support management, product management and development.

Participate in the technical review process for new product launches.

Your Experience:
Bachelor’s degree

2 – 4 years of Tech Support/ Service Desk experience in VoIP / Networking / Conferencing

Must have an intermediate networking knowledge (data/voice) with good understanding of TCP/IP protocol, Fundamentals of Layer 2 to Layer 5 of OSI Reference Model specifically VLAN, DNS, DHCP, TCP, UDP and TCP 3 Way Handshake etc

Must have hands on knowledge on VOIP (SIP, H323) and / or Telepresence, Audio and Video Conferencing Technologies

Must have Computer/Technical skills – Tools for Customer Interaction / Case Management / Ticket Management, Microsoft Office products.

IT Certifications: A+, Network+, MCP, CCNA or other CISCO certifications are desired

Willingness/ability to work overtime to support customers, as needed

Telephone communication skills; remain empathetic and courteous while speaking to customers

Excellent time management skills

Good written communication skills; type updates to cases in to include detailed troubleshooting comments and environmental details; must demonstrate close attention to detail

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