Anovia (formerly Innovatia Technical Services) 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)
3 + 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.
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