Service Desk Engineer
Year Remote, India
Job Description
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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.
Innovatia Technical Services Inc. (ITSI), a wholly owned subsidiary of Innovatia Inc., is looking for Technical Support Specialists to provide excellent customer service to our customer, one of North America\'s leading information technology companies. You will join an existing team of highly skilled technical support professionals where training and certifications are provided.
Responsibilities
Innovatia is an equal opportunity employer.
Innovatia Technical Services Inc. (ITSI), a wholly owned subsidiary of Innovatia Inc., is looking for Technical Support Specialists to provide excellent customer service to our customer, one of North America\'s leading information technology companies. You will join an existing team of highly skilled technical support professionals where training and certifications are provided.
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)
- MFDsTroubleshooting 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
- Windows & Macintosh Operating systems Troubleshooting
- 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
- EnglishExcellent written, oral and verbal communication skills in
- 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
Innovatia is an equal opportunity employer.
- Health insurance
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Job Detail
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Job IdJD3030314
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationRemote, India
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EducationNot mentioned
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ExperienceYear