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Technical Support Engineer - Troubleshooting

Innovatia IncDelhi, IN

30+ days ago

Job description

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 :

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)

MFDs Troubleshooting 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 :

Windows & 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 at Innovatia :

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

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer

(ref : hirist.tech)

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Technical Support Engineer • Delhi, IN

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