Help Desk Engineer
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Job Description
Help Desk Engineer delivering voice, email, and remote technical support for Anovia’s telecommunications outsourcing clients. Troubleshooting workplace IT, applications, networks, printers, VPN, and collaboration tools.
Responsibilities:
- Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process
- Follow-up/ update ticket for every call to ensure timely closure
- Call ownership, drive to resolution and communication with customer
- Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey
- Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers
- Proactive monitoring & Perform documented Escalation process
- Troubleshooting on Application Support (Off Shelf or Customized) MFDs
- Troubleshooting on Printers and VPN software and Collaboration tools
- Troubleshooting on Password Reset tools and Remote-Control tools
- Troubleshooting of MS Windows & Office, Desktops, Laptops, iPad Peripherals and Networking
- Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
- Interaction with internal and external stakeholders
- Keep Users regularly updated with Alerts advising of any new or changed information
- Be willing to take on additional responsibilities and learning opportunities as they come up
Requirements:
- Windows & Macintosh Operating systems Troubleshooting
- Experience with Active Directory, Azure, Office365, VPN, MFA, RDP
- Experience with remote tools - LMI and BeyondTrust
- Experience with ServiceNow
- Hands on experience in troubleshooting Printers and Multi-Function Devices (MFD)
- 2+ years of technical support experience with an IT Service Desk or Application Support
- Excellent customer management and service skills; interpersonal skills; analytical and problem-solving skills
- Excellent written, oral and verbal communication skills in English
Benefits:
- Comprehensive Health Insurance policy
- Employee Wellness Program with focus on mental health
- Robust reward and recognition programs
- Company incentive programs offered
- Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
- Ample growth and learning opportunities
- Remote work opportunities
- Focus on work/life balance
- Immigration Program supporting immigration to Canada for eligible employees
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