Help Desk Engineer

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Anovia

WebsiteLinkedInAll Job Openings

2 - 10 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

Anovia is a company that designs, orchestrates, and deploys autonomous AI agents—both conversational and voice agents—to deliver enterprise automation services. Their platform focuses on orchestration and enterprise integration, connecting agents with CRM, ERP, ECM systems and APIs to automate workflows like scheduling, collections, and knowledge retrieval. Anovia offers pilots and production deployments (promising a working AI voice agent in 30 days) and emphasizes automation solutions that streamline decisions, workflows, and customer interactions for business users.

📋 Description

• 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 up

🎯 Requirements

• 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) • 1 + 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

• 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