Help Desk Engineer

2 weeks ago

St John's, Newfoundland and Labrador, Canada Innovatia Full time

About Innovatia

Innovatia Technical Services Inc. (ITSI) is a 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 world's most successful Fortune 500 and Fortune 1000 companies.

Responsibilities

  • Provide technical support and ensure closure as per ITIL Incident Management process
  • Follow-up and update tickets for every call to ensure timely closure
  • Drive to resolution and communicate with customers
  • Perform the life cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey
  • Offer telephonic support to end-users and coordinate with vendors, client problem management teams, and other departments
  • Proactively monitor and perform documented escalation processes
  • Troubleshoot application support (off-the-shelf or customized)
  • Troubleshoot MFDs, printers, and other peripherals
  • Troubleshoot VPN software and collaboration tools
  • Troubleshoot password reset tools and remote-control tools
  • Troubleshoot MS Windows, Office, desktops, laptops, iPads, peripherals, and networking
  • Troubleshoot applications and workplace IT & Communications & Collaboration Support (including IP Telephony)
  • Interact 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 arise

Qualifications

  • Windows and 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 Innovatia

  • Comprehensive health insurance policy
  • Employee wellness program with a 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

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