Help Desk Engineer

Anovia

. Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process .

Posted 11/11/2026full-timeRemote • IndiaJuniorMid-Level💰 ₹300,000 - ₹450,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITIL Incident Management processes, providing technical support for Windows and Macintosh operating systems, and effectively troubleshooting applications, printers, and collaboration tools. Strong communication and customer management skills are essential for ensuring user satisfaction and timely resolution of incidents.

Highest-signal resume keywords

ITIL Incident ManagementWindows & Macintosh TroubleshootingActive Directory & Azure ExperienceServiceNow ProficiencyCustomer Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting PrintersMulti-Function Devices (MFD)VPN Software SupportRemote-Control ToolsMS Windows & Office SupportNetworking TroubleshootingApplication SupportPassword Reset ToolsCollaboration ToolsIncident Logging

Soft Skills

Excellent Communication SkillsInterpersonal SkillsAnalytical SkillsProblem-Solving SkillsCustomer Service Skills

Tools & Technologies

ServiceNowActive DirectoryAzureOffice365LMIBeyondTrustVPNMFARDP

Industry Keywords

Technical SupportIT Service DeskApplication SupportIncident Management ProcessUser Satisfaction

Tech Stack

Tools & technologies

AzureServiceNow

About the role

Key responsibilities & impact

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 and 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 up

Requirements

What you’ll need

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)
2+ 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

Comp & perks

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