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