Help Desk Engineer

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

📋 Description

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

• Follow up and update tickets for each call to guarantee prompt closure.

• Take ownership of calls, drive them to resolution, and maintain communication with customers.

• Execute the entire Incident Management Process life cycle, from Incident Logging to Call Closure and conducting customer satisfaction surveys.

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

• Engage in proactive monitoring and carry out the documented Escalation process.

• Troubleshoot Application Support for both Off 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.

• Troubleshoot issues with MS Windows & Office, Desktops, Laptops, iPad peripherals, and Networking.

• Provide support for Application and Workplace IT, Communications, and Collaboration, including IP Telephony.

• Interact with both internal and external stakeholders.

• Regularly update Users with Alerts regarding any new or modified information.

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

⛳️ Requirements

• Proficient in troubleshooting Windows and Macintosh Operating systems.

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

• Familiarity with remote tools such as LMI and BeyondTrust.

• Experience using ServiceNow.

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

• A minimum of 2 years of technical support experience in an IT Service Desk or Application Support role.

• Exceptional customer management and service skills, along with strong interpersonal, analytical, and problem-solving abilities.

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

🏝️ Benefits

• Comprehensive Health Insurance policy.

• Employee Wellness Program focusing 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.

• Numerous growth and learning opportunities.

• Opportunities for remote work.

• Emphasis on work/life balance.

• Immigration Program supporting eligible employees' immigration to Canada.