Service 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

• Provide voice and email technical support, ensuring closure according to the ITIL Incident Management process • Follow up on and update every ticket to ensure timely closure • Own calls, drive issues to resolution, and communicate with customers • Manage the full Incident Management lifecycle from incident logging through call closure and customer satisfaction survey • Provide telephonic support to end users and coordinate with vendors, client Problem Management teams, and other towers • Proactively monitor systems and perform documented escalations • Troubleshoot off-the-shelf or customized application support issues on MFDs • Troubleshoot printers, VPN software, collaboration tools, password reset tools, and remote-control tools • Troubleshoot MS Windows, Office, desktops, laptops, iPad peripherals, and networking • Provide application, workplace IT, communications, and collaboration support, including IP telephony • Interact with internal and external stakeholders • Keep users updated with alerts about new or changed information • Take on additional responsibilities and learning opportunities

🎯 Requirements

• Experience troubleshooting Windows and Macintosh operating systems • Experience with Active Directory, Azure, Office 365, VPN, MFA, and RDP • Experience with remote tools including LMI and BeyondTrust • Experience with ServiceNow • Hands-on experience troubleshooting printers and Multi-Function Devices (MFD) • 3+ years of technical support experience with an IT Service Desk or Application Support • Excellent customer management and service skills • Strong interpersonal, 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