Help Desk Engineer

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.

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 Innovatia

• 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.
Innovatia is an equal opportunity employer.