Innovatia Inc. Looking for Technical Support Engineer at Remote

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

Job summary

Join a forward-thinking company as a Technical Support Specialist, where your expertise in troubleshooting and customer service will shine. In this full-time remote role, you will provide essential support to both internal and external clients, ensuring their technical issues are resolved efficiently and effectively. You will work with a variety of technologies, including Windows and macOS systems, and utilize ticketing tools to manage requests. This innovative firm values continuous learning and offers ample opportunities for growth, making it an exciting place for tech-savvy individuals eager to make a difference in the world of technical support.

Benefits

Employee wellness program

Robust reward and recognition programs

Growth and learning opportunities

Comprehensive Health Insurance

Company Profit Share Program

Qualifications

• 2-5 years of experience in technical support roles.
• Strong communication and customer service skills required.

Responsibilities

• Provide day-to-day technical support to end users.
• Troubleshoot issues and ensure resolution within SLA.
• Support Windows and macOS hardware and software.

Skills

Technical Support

Troubleshooting

Customer Service

Analytical Thinking

Microsoft Office

Windows 10

macOS Support

Ticketing Tools

Salesforce

Microsoft Teams

Education

Bachelor's Degree in IT or related field

Relevant Certifications (e.g., CompTIA, Microsoft)

Tools

Ticket Management Tools

Remote Desktop Tools

Job description

Designation: Technical Support Specialist (Tier2)

Location: Remote – Anywhere in India

Time: APAC & EMEA Shift

Experience: 2 to 5 yrs.

Mandatory requirement: CANDIDATE must have High speed Internet Connection & Power BACKUP

Position Summary: This is a full-time position in the Technical Assistance Center (TAC) providing technical support to external and internal customers. This position requires analytical thinking, strong troubleshooting, communication, and positive customer service skills. Individuals must have a strong technical aptitude with a desire and willingness to continually learn and maintain knowledge.

Work Profile:
Technical Support – Providing end-user support. Must have prior experience in a similar capacity.

Job Responsibilities:

• Provide day-to-day technical support to end users (Tech Savvy users).
• Monitor end-user tickets and ensure resolution within defined SLA.
• Troubleshoot reported issues and complete assigned tasks according to SLA in Ticketing tools.
• Supports Windows and Apple macOS based Laptop, Desktop and Servers for hardware and software related issues.
• Support Windows 10, Microsoft Office, and general systems related issues.
• Provision, decommission laptops, and servers remotely, following our standard best practices.
• Support various collaboration and messaging technologies, primarily including Microsoft Teams.
• Asset Management & tracking.
• Setup new computers for employees and dispatch.
• Managing and administering patching processes and best practices for Windows, Office, third party applications across physical, and mobile endpoints.
• Installation of hardware, software applications, security updates, service packs, etc.
• Create metrics, monitoring, and system reports for a higher level of information, i.e., trends analysis and management of the health of the environment.
• Provide documentation and update internal knowledgebase articles.
• Follow IT change management governance & process.
• Effectively communicate and build rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration, from initiation to close.
• Collaborate with colleagues across the global organization to implement change through structured change management process.
• Resolve complex issues and conflicts.
• Learn the latest Microsoft Cloud technologies and provide solutions using the latest technologies.
• Learn Ticket management tools, internal/external communication, and processes to deliver top quality service.
• Analyze, identify, and remediate issues within infrastructures.
• Preserve and grow your knowledge of help desk procedures, products, and services by pursuing continuing education both inside and outside of work to maintain professional expertise.
• Provide voice and Email based support for our end users.

Tools:
People with Salesforce experience would be given preference.

Benefits at Innovatia:

• Employee wellness program with focus on mental health of employee.
• Robust reward and recognition programs.
• Ample growth and learning opportunities.
• Comprehensive Health Insurance policy.
• Company Profit Share Program.

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

At Innovatia we are building and leveraging a best-in-class global workforce that embraces diversity, equity, and inclusion. Innovatia is an equal opportunity employer.