Innovatia Inc. Looking for Service Desk Engineer at Remote

Innovatia Inc.; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Service Desk Engineer, where your technical support skills will shine! This role involves providing exceptional voice and email support while managing incidents through their lifecycle, ensuring customer satisfaction. You will troubleshoot various systems and devices, including Windows, Macintosh, printers, and VPN software, all while interacting with both internal and external stakeholders. If you have a passion for problem-solving and excellent communication skills, this position offers a dynamic environment with opportunities for growth and learning. Be part of a team that values your contributions and empowers you to excel in your career!

Qualifications

• 3+ years of technical support experience with IT Service Desk or Application Support.
• Hands-on experience troubleshooting Windows and Macintosh operating systems.

Responsibilities

• Provide voice and email technical support per ITIL Incident Management process.
• Troubleshoot applications, printers, and VPN software for end users.

Skills

Windows Troubleshooting

Macintosh Troubleshooting

Printer Troubleshooting

Technical Support

VPN Software Troubleshooting

Communication Skills

Analytical Skills

Problem-Solving Skills

Job description

Designation – Service Desk Engineer

Job Location – Remote, India

Shift Timings – NAR Business Hours

Roles and Responsibilities

1. Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process.
2. Follow-up/update ticket for every call to ensure timely closure.
3. Call ownership, drive to resolution and communication with customer.
4. Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
5. Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team, and other Towers.
6. Proactive monitoring & Perform documented Escalation process.
7. Troubleshooting on Application Support (Off Shelf or Customized).
8. Troubleshooting on Printers & MFDs.
9. Troubleshooting on VPN software and Collaboration tools.
10. Troubleshooting on Password Reset tools and Remote-Control tools.
11. Troubleshooting of MS Windows & Office, Desktops, Laptops, iPad Peripherals, and Networking.
12. Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony).
13. Interaction with internal and external stakeholders.
14. Keep Users regularly updated with Alerts advising of any new or changed information.
15. Excellent customer management and service skills; interpersonal skills; analytical and problem-solving skills.
16. Excellent written, oral, and verbal communication skills in English.
17. Be willing to take on additional responsibilities and learning opportunities as they come up.

Mandatory skills required:

1. Windows & Macintosh Operating systems Troubleshooting.
2. Hands-on experience in troubleshooting Printers and Multi-Function Devices (MFD).
3. 3 + years of technical support experience with an IT Service Desk or Application Support.