[Hiring] Helpdesk Engineer @Anovia

Role Description

• Provide Level 1 technical support through phone, email, chat, and ticketing systems.
• Serve as the primary point of contact for customer incidents and service requests.
• Monitor and manage the support queue, prioritizing tickets based on urgency, business impact, and SLA requirements.
• Perform initial troubleshooting, diagnosis, documentation, and resolution of technical issues.
• Troubleshoot application, software, access, connectivity, and remote-access issues.
• Support users in Windows-based environments and, where required, Linux-based systems.
• Troubleshoot basic networking issues involving LAN/WAN, Wi-Fi, DNS, DHCP, and TCP/IP.
• Perform basic Active Directory user administration and access-related activities.
• Support identity and access management activities within cloud and Linux-based environments.
• Create, track, update, and close incidents and service requests according to defined procedures.
• Respond promptly to P1/P2 incidents and follow established incident management and escalation procedures.
• Coordinate with L2/L3 engineering teams, management, vendors, and other technical teams to drive incidents toward resolution.
• Establish and participate in incident coordination/war-room activities when required.
• Open, track, and escalate ISP, carrier, and technology vendor tickets and outages.
• Maintain accurate case notes, troubleshooting details, customer communications, and resolution documentation.
• Follow established SOPs, knowledge base articles, quality standards, and change-control processes.
• Contribute to continuous improvement of support documentation, procedures, and knowledge base articles.
• Manage changing priorities and multiple support interactions effectively.
• Perform other technical support activities as assigned.
• Complete approximately four weeks of customer-specific training and transition to the assigned production shift following successful training.

Qualifications

• 1+ years of IT, Help Desk, Service Desk, or Technical Support experience, or a recent graduate from an IT/technical program.
• Basic understanding of Windows operating systems.
• Basic understanding of networking concepts, including LAN/WAN, Wi-Fi, DNS, DHCP, and TCP/IP.
• Basic understanding of Active Directory and user administration.
• Strong written and verbal communication skills.
• Strong customer-service and interpersonal skills.
• Good analytical and problem-solving abilities.
• Ability to manage multiple tasks, priorities, and support interactions simultaneously.
• Ability to work independently and understand when to escalate issues.
• Strong attention to detail and commitment to accurate documentation.
• Willingness and ability to quickly learn new technologies, applications, systems, tools, and processes.
• Ability to work effectively in a team and process-driven environment.
• Willingness to work flexible schedules, including night and weekend shifts.
• Comfortable supporting users through phone, email, and chat.
• Comfortable working with company-provided equipment and following equipment handling, security, and operational requirements.
• Candidates located in or around Bengaluru are preferred due to equipment logistics.

Preferred Qualifications

• Exposure to Linux operating systems and basic command-line concepts.
• Experience with ServiceNow, Salesforce, ServiceMax, or similar ITSM/ticketing platforms.
• Exposure to cloud environments such as AWS.
• Experience supporting remote users or remote-access technologies.
• Familiarity with Citrix Workspace or similar virtual/remote desktop technologies.
• Experience working with ISP or technology vendor support teams.
• Previous experience in a structured Service Desk or Technical Support environment.

Benefits

• 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