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Help Desk Engineer

More Than a Workplace.

Role overview

Qualifications

  • Windows and Macintosh Operating systems Troubleshooting
  • Experience with Active Directory, Azure, Office365, VPN, MFA, RDP
  • Experience with remote tools - LMI and BeyondTrust
  • Experience with ServiceNow

Responsibilities

  • Voice Support and Email technical Support following ITIL Incident Management process
  • Call ownership, drive to resolution, and communication with customer
  • Proactive monitoring and documented Escalation process
  • Troubleshooting on various software and hardware systems

Key facts

Hard skills

Incident Management Customer Relationship Management Mac OS Active Directory Microsoft Azure Remote Desktop Protocol (RDP) ServiceNow

Other skills

  • Troubleshooting (Problem Solving)
  • Microsoft Windows
  • Social Skills
  • Analytical Skills
  • Problem Solving
  • Communication

About the company

More Than a Workplace. logo

More Than a Workplace.

IT Services & IT Consulting

Anovia - Your trusted partner for outsourced IT, Cloud, NOC, SOC, Managed IT, BPO, and Infrastructure Services. With more than two decades of global experience, Anovia empowers enterprise organizations with scalable, future-ready IT services and operational support. From Managed IT and Help Desk support to NOC, SOC, Cloud, VoIP, and BPO services, Anovia helps organizations simplify operations, improve service reliability, and reduce technology management costs. Every service is designed to help organizations strengthen operational resilience, optimize technology environments, and reduce operational costs. 🌍 𝐆𝐥𝐨𝐛𝐚𝐥 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲, 𝟐𝟒/𝟕 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 Our global team of 300+ certified professionals delivers multilingual Tier 1–3 support across multiple time zones, ensuring seamless service delivery and reliable enterprise support. 📊 𝐃𝐚𝐭𝐚-𝐃𝐫𝐢𝐯𝐞𝐧 𝐑𝐞𝐬𝐮𝐥𝐭𝐬 𝐓𝐡𝐚𝐭 𝐃𝐞𝐟𝐢𝐧𝐞 𝐎𝐮𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 • 725,000+ Tickets Resolved • 300+ Certified support specialists • 99.7% SLA Achievement Rate • 98% Customer Satisfaction • 99.9% Uptime for managed systems • 80% First Contact Resolution 💡 𝐓𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲 𝐏𝐥𝐚𝐭𝐟𝐨𝐫𝐦𝐬 𝐖𝐞 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 From deployment and migration to daily operational support, our engineers support enterprise environments built on leading communication and collaboration platforms: Avaya | Cisco | Microsoft Teams | Microsoft 365 | Mitel | Genesys | OpenScape | Five9 | Dialpad | Unify | Motorola | Public Safety 🔧 𝐎𝐮𝐫 𝐂𝐨𝐫𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐬 • Managed IT Services • IT Help Desk & Technical Support • VoIP & Unified Communications Support • Cloud Managed & Migration • Network Operations Center (NOC) • Security Operations Center (SOC) Services • Professional IT Services • Business Process Outsourcing (BPO) • Multilingual Customer & Technical Support • IT Staffing • Unified Communications • AI Services ⚡ Let’s connect

Company details

IndustryIT Services & IT Consulting
Company size201 - 500

Links

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Job description

Anovia 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 200 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.

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 &
  • Troubleshooting on 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

​​​​Qualifications

  • 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)
  • 1 + 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 at Anovia

  • 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

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Anovia is an equal opportunity employer and may use Artificial Intelligence tools to assist in reviewing and processing candidate applications.

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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