Service Desk Engineer

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

📋 Description

• Deliver voice and email technical assistance, ensuring resolution in line with the ITIL Incident Management framework.

• Monitor and update each ticket to guarantee prompt resolution.

• Take ownership of calls, drive issues toward resolution, and maintain communication with customers.

• Oversee the complete Incident Management lifecycle from incident registration to call closure and customer satisfaction surveys.

• Provide telephone support to end users and collaborate with vendors, client Problem Management teams, and other service areas.

• Actively monitor systems and execute documented escalations as required.

• Diagnose issues related to off-the-shelf or customized application support on Multi-Function Devices (MFDs).

• Troubleshoot printers, VPN applications, collaboration tools, password reset utilities, and remote control software.

• Address issues with MS Windows, Office, desktops, laptops, iPad peripherals, and networking.

• Offer support for applications, workplace IT, communications, and collaboration systems, including IP telephony.

• Engage with both internal and external stakeholders.

• Keep users informed with alerts regarding new or modified information.

• Accept additional responsibilities and pursue learning opportunities.

⛳️ Requirements

• Proven experience in troubleshooting Windows and Macintosh operating systems.

• Familiarity with Active Directory, Azure, Office 365, VPN, MFA, and RDP.

• Proficiency with remote tools such as LMI and BeyondTrust.

• Experience using ServiceNow.

• Practical experience in troubleshooting printers and Multi-Function Devices (MFD).

• A minimum of 3 years of technical support experience in an IT Service Desk or Application Support role.

• Exceptional customer management and service capabilities.

• Strong interpersonal, analytical, and problem-solving abilities.

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

🏝️ Benefits

• Comprehensive Health Insurance coverage.

• Employee Wellness Program with an emphasis on mental health.

• Strong reward and recognition initiatives.

• 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.

• Options for remote work.

• Commitment to work/life balance.

• Immigration Program assisting eligible employees with immigration to Canada.