Systems Administrator - Managed Services Engineer (MSE)
When LANDESK and HEAT Software combined in January of 2017, we knew we needed a new company name. For nearly 30 years, LANDESK and HEAT offered user-centered IT solutions designed to increase user productivity while reducing IT security risk. LANDESK was the only vendor recognized by Gartner in the four areas of client management, endpoint protection, IT service and support, and enterprise mobility management.
Over the years both companies changed. LANDESK acquired companies like Wavelink, Shavlik, Xtraction Solutions, and, most recently, AppSense. HEAT was created by combining FrontRange and Lumension. That's a lot of brand names. And in order to gather all these brands under one roof, we needed a new identity—and Ivanti was born. From patch and asset management to IT service delivery and security, our software is everything an organization needs to take their IT operations to the next level.
The Managed Services Engineer (MSE) is the primary technical administrator for assigned customer accounts and is responsible for managing customers’ technical environments. In addition to resolving technical issues, they perform day-to-day operational tasks and periodic preventative and non-scheduled maintenance to ensure that solutions are running optimally and in accordance with contracted specifications. They also provide maximum operational value within the context of the customer’s IT environment(s).
ESSENTIAL JOB DUTIES
Plans and oversees all technical support and service activities for the company’s products and services for designated clients and/or client groups. Ensures quality service and operational performance within the parameters of technical services and delivery standards.
Proposes and implements system enhancements that will improve the performance and reliability of technical systems. Functions as the first point of contact for performance analysis, scalability, and service architecture/database administration issues.
Performs daily operational tasks and functions within the customers’ technical environments. Oversees technical aspects of the customers’ technical environments and communicates technical performance with customers and stakeholders. Executes daily technical service tasks as dictated by contractual agreements.
Collaborates with the technical architects to ensure that the customer’s environment and architecture aligns with best known methods and solutions.
Studies and evaluates customers’ technical environment(s), processes, and business objectives and follows customer’s specified change control processes as necessary.
Communicates the status of the company’s operational environment periodically and proactively with the customer as needed. Provides periodic updates to customer(s) and various stakeholders.
Documents all customer interactions including customer environment details, technical issues, on-site visits, and proactive information.
Develops and implements product training and mentoring for the technical support staff as needed.
Performs other job related duties as assigned.
Required Skills and Experience:
2+ years of experience working in a customer environment is required – having been primarily responsible for the identification/development of IT solutions for clients using company products, outsourced IT solutions and/or proprietary tools/techniques that others implement. Performs tasks via remote session or on-site at customer’s location.
Must have the ability to troubleshoot and resolve a wide variety of technical problems in customer environments and have a thorough understanding of IT architecture and best practices in a real-world, customer environment.
Must have good written, interpersonal, and verbal communication skills.
Must demonstrate excellent organizational skills with ability to handle various tasks simultaneously with attention to detail.
Must have the ability to provide ad-hoc training and documentation to customer as needed.
Must be able to work well with others as part of a Managed Services delivery team.
Preferred Experience and Qualifications:
The following qualifications or experience will be preferred, but are not required:
Working knowledge of one or more Ivanti product suites (LDMS/SS, LDSD, LDITAM)
Previous experience with systems management tools such as Microsoft® SCCM, Symantec®
Certified LANDESK® Engineer (CLE)
Microsoft® or Oracle® database certification
Microsoft® Certified Professional
Graduation from an accredited institution with a bachelor’s degree in a related technical or business discipline or any equivalent combination of education and/or experience is required.
Up to 10% of the time to customer sites.
External Recruiting Agencies/Vendors: Ivanti Software does not currently engage with external recruiting agencies and will not accept unsolicited resumes from any external agency. Unsolicited resumes submitted by agencies to Ivanti will become the property of Ivanti and may be contacted and engaged with directly. Ivanti maintains a preferred vendor list and only engages with these agencies from time to time. Ivanti has not agreed to pay placement or any other fee to companies who have not been specifically retained to conduct a candidate search.
Job Id: NA0810171