Support and Manage Service Engineer

TjDeeD Technology

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