Description

Deliver technical support resolving complex configuration and functionality issues for Ivanti Endpoint Manager.

Responsibilities

• Resolve complex customer and partner issues related to Ivanti Endpoint Manager setup and functionality.
• Troubleshoot, analyze, and document technical incidents, collaborating with development teams on solutions.
• Conduct product testing and proactively log and manage incidents based on customer impact.
• Advocate for customers by escalating critical issues and ensuring business commitments are met.
• Create informative knowledge base articles and contribute to team knowledge sharing.

Required Skills

• 5+ years of proven experience in technical support or application support.
• Fluency in Portuguese and English (written and spoken).
• Strong troubleshooting skills for issues from basic misconfigurations to complex problems.
• Working knowledge of Windows operating systems and networking fundamentals (TCP/IP, DNS, DHCP).
• Experience with server virtualization technologies, specifically VMware.
• Familiarity with databases, preferably SQL, including query optimization.
• Understanding of IT Service Management principles or ITIL practices.
• Excellent technical communication skills for explaining concepts to diverse audiences.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience.

Key Skills

Education

Any Graduate