Help Desk Engineer.

4 weeks ago


Bengaluru, India Innovatia Full time
Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.ResponsibilitiesVoice Support & Email technical Support to ensure closure as per ITIL Incident Management processFollow-up/ update ticket for every call to ensure timely closureCall ownership, drive to resolution and communication with customerPerform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction surveyTelephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other TowersProactive monitoring & Perform documented Escalation processTroubleshooting on Application Support (Off Shelf or Customized)MFDs Troubleshooting on Printers &Troubleshooting on VPN software and Collaboration toolsTroubleshooting on Password Reset tools and Remote-Control toolsTroubleshooting of MS Windows & Office, Desktops, Laptops, iPad Peripherals and NetworkingTroubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)Interaction with internal and external stakeholdersKeep Users regularly updated with Alerts advising of any new or changed informationBe willing to take on additional responsibilities and learning opportunities as they come up​​​​Qualifications

Windows & Macintosh Operating systems TroubleshootingExperience with Active Directory, Azure, Office365, VPN, MFA, RDPExperience with remote tools - LMI and BeyondTrustExperience with ServiceNowHands on experience in troubleshooting Printers and Multi-Function Devices (MFD)1 + years of technical support experience with an IT Service Desk or Application SupportExcellent customer management and service skills; interpersonal skills; analytical and problem-solving skillsExcellent written, oral and verbal communication skills in EnglishBenefits at Innovatia

Comprehensive Health Insurance policyEmployee Wellness Program with focus on mental healthRobust reward and recognition programsCompany incentive programs offeredAttractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time offAmple growth and learning opportunitiesRemote work opportunitiesFocus on work/life balanceImmigration Program supporting immigration to Canada for eligible employeesWe thank all candidates for their interest, however, only those selected for an interview will be contacted.Innovatia is an equal opportunity employer.

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