Technical Support Engineer

The Technical Support Engineer will provide technical support to our customers, partners, and re-sellers, answering complex questions on the function and usage of the products via the telephone and/or Internet. This position is a primary support liaison between our company and our Enterprise customers providing quality technical support. Enterprise Technical Support engineers have excellent communication skills and look to support their accounts, 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 an Enterprise Technical Support Engineer, you are assigned specific accounts and expected to proactively assist and ensure the long-term success of our Japanese customers and the company. The individual we're seeking must have a passion for delighting customers and solving tough technical issues.

Through strong technical skills and product knowledge, the Support team works to resolve cases raised by effective troubleshooting, research, and testing, or for more complex issues work directly with back-line and development teams.

Responsibilities And Duties

The individual we're seeking should have a very strong technical background and be very keen on troubleshooting issues

The ability to reproduce customer environments to find the root cause of issues will be key

Will work as part of a team to provide support for Ivanti products to customers, partners, and internal staff through troubleshooting and diagnosis

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 support processes

Continually build and maintain your technical expertise to support customers and self-develop

Participate in focus activities as required – such as backlog reduction

Required Skills And Experience

Minimum of two to five years in a role supporting enterprise IT or equivalent experience

JLPT certification (N1/N2 Required) with reading, writing, speaking Japanese language fluently

Willingness to learn technologies (Networking, Windows Servers ect.)

Experience in IT with an emphasis on customer support

Fluent in the English language

Strong written and verbal communication skills

Expert troubleshooting and reasoning skills, including experience with various related troubleshooting tools

Proven experience working on critical system down issues and escalations

Demonstrate experience troubleshooting - DNS, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, ActiveSync, Email

Experience with Citrix Products, VMware Products, Microsoft App-V, and Microsoft Windows Registry / User Profiles

Thorough expertise in Microsoft Server and Desktop platforms

Hands-on experience managing Linux/Unix systems - LAMP Servers

Bachelor's degree or related technical field or equivalent work experience

Experience with medium to large (enterprise) server environments

Experience with UEM, Server Automation and Self-Service

Excellent time management, multi-tasking, and organizational skills

Self-motivated to develop technically

Ability to cope and work under pressure

Preferred Skills

Microsoft Server Technologies (Exchange ActiveSync, Active Directory, ISA/TMG, NDES, KDC)

Microsoft Certified Professional (MCP, MCSA, MCSE, or MCDBA)

Mobile Device Management (MDM) - iOS, macOS, Android, Windows

Citrix CCA/CCAA

Cisco Certified Network Associate or equivalent

Some exposure to Mac or Linux

Some exposure to Microsoft Windows internals (registry, drivers, config, group policies, etc.)

SQL, IIS, or Citrix experience

Knowledge of Microsoft Windows server and client OS administration

Technical blogging, knowledge article creation, forum contribution, or website creation