Help Desk Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Provide Voice Support and Email technical assistance to ensure closure in accordance with the ITIL Incident Management process.

• Follow up and update tickets for every call to guarantee timely resolution.

• Own calls, drive them to resolution, and maintain communication with customers.

• Execute the full Life Cycle of the Incident Management Process, from Incident Logging to Call Closure and customer satisfaction surveys.

• Offer telephonic support to End Users and coordinate with Vendors, the Client Problem Management team, and other Towers.

• Engage in proactive monitoring and adhere to the documented Escalation process.

• Troubleshoot Application Support for both Off-the-Shelf and Customized Multi-Function Devices (MFDs).

• Address issues related to Printers, VPN software, and Collaboration tools.

• Resolve problems with Password Reset tools and Remote-Control tools.

• Provide troubleshooting for MS Windows & Office, Desktops, Laptops, iPad Peripherals, and Networking.

• Deal with Application and Workplace IT & Communications & Collaboration Support, including IP Telephony.

• Interact with both internal and external stakeholders.

• Keep Users regularly informed with Alerts regarding any new or modified information.

• Be open to taking on additional responsibilities and learning opportunities as they arise.

⛳️ Requirements

• Proficiency in Windows and Macintosh Operating systems.

• Experience in troubleshooting Active Directory, Azure, Office365, VPN, MFA, and RDP.

• Familiarity with remote tools such as LMI and BeyondTrust.

• Experience with ServiceNow.

• Hands-on experience in troubleshooting Printers and Multi-Function Devices (MFD).

• At least 1 year of technical support experience within an IT Service Desk or Application Support environment.

• Strong customer management and service abilities; excellent interpersonal, analytical, and problem-solving skills.

• Exceptional written, oral, and verbal communication skills in English.

🏝️ Benefits

• Comprehensive Health Insurance policy.

• Employee Wellness Program with a focus on mental health.

• Robust reward and recognition programs.

• Company incentive programs available.

• Attractive leave policy, including Holiday Leave, Maternity Leave, Paternity Leave, Birthday Leave, Bereavement Leave, and Paid Leave for personal time off.

• Abundant growth and learning opportunities.

• Remote work options available.

• Emphasis on work/life balance.

• Immigration Program supporting eligible employees in relocating to Canada.