Highlights
Comprehensive health insurance, robust reward programs, remote work opportunities, ample growth prospects.
Description
Job Summary
pAnovia is seeking a Technical Support Specialist to join our dynamic team. The ideal candidate will provide exceptional voice and email support, manage incidents through the lifecycle, and troubleshoot various IT issues across multiple platforms.
Responsibilities
- Provide voice and email technical support
- Follow-up and update tickets for timely closure
- Drive to resolution of calls and communicate with customers
- Perform incident management lifecycle from logging to closure
- Offer telephonic support to end users and coordinate with vendors, clients, and other teams
- Proactively monitor systems and follow documented escalation processes
- Troubleshoot application, printer, network, and collaboration tools issues
- Maintain regular communication with internal and external stakeholders
Required Skills
- Windows & Macintosh troubleshooting
- Experience with Active Directory and Azure
- Proficiency in ServiceNow
- Knowledge of MFDs and remote tools
- Excellent communication skills
Required Skills Explained
- ITIL Incident Management Process - Knowledge of this process ensures that support tickets are managed efficiently and customer satisfaction is maintained.
- Troubleshooting Experience - Proficiency in troubleshooting various IT issues, including software, hardware, and network problems, enhances the ability to resolve user queries quickly.
- Active Directory, Azure, Office365, and MFA - Understanding these technologies is crucial for managing user accounts, security, and access controls effectively.
- RDP and Remote Tools - Experience with RDP (Remote Desktop Protocol) and remote tools like LMI and BeyondTrust helps in providing support to end-users remotely.
- ServiceNow - Familiarity with ServiceNow for incident management can streamline workflow processes, improve service delivery, and enhance customer interactions.
Who is this for
pThis role is perfect for someone with a strong technical background, excellent customer service skills, and the ability to work well under pressure. You should enjoy problem-solving and have a passion for technology.
Why This Job is a Good Opportunity
ulliOpportunity to Work with Global Clients - Gain experience working with Fortune 500 and Fortune 1000 companies, which can broaden your professional network and skill set.liComprehensive Benefits Package - Enjoy a range of benefits including health insurance, wellness programs, and robust reward schemes that promote work-life balance.liDiverse Role Responsibilities - Handle various technical support tasks, from email and voice support to troubleshooting hardware and software issues. This variety can keep your role engaging and fulfilling.liProfessional Growth - With ample growth opportunities and a focus on learning, you'll have the chance to develop new skills and advance in your career.
Interview Preparation Tips
- Review ITIL Incident Management Process Flow - Be prepared to discuss how you would handle different stages of incident management from logging to resolution.
- Showcase Troubleshooting Experience - Provide specific examples where you successfully resolved complex technical issues. Highlight your problem-solving skills and the tools you used.
- Discuss Active Directory and Azure Skills - Explain how you manage user accounts, access controls, and ensure security compliance in these environments.
- Prepare RDP and Remote Tools Examples - Share instances where you provided remote assistance using tools like LMI and BeyondTrust. Emphasize your ability to troubleshoot across different platforms.
- Highlight ServiceNow Experience - Describe how you have used ServiceNow for incident management, tracking, and reporting. Discuss the impact on service delivery and customer satisfaction.
Career Growth in This Role
pThis role offers a robust foundation for career growth within the technology support field. With experience in ITIL processes, active directory management, and remote support tools, you can advance to more specialized technical roles or move into leadership positions that focus on team management and strategic planning.pAnovia's commitment to professional development through continuous learning opportunities makes it an ideal environment for those looking to enhance their skills and progress in the IT industry. As you build your expertise, you'll have access to training programs and mentorship that can help you achieve your career goals.
Explore More Opportunities
Skills
Frequently Asked Questions
What qualifications are needed for this role?Candidates should have experience in Windows & Macintosh troubleshooting, Active Directory, Azure, and remote tools like LMI and BeyondTrust.
What benefits does Anovia offer to its employees?Anovia offers comprehensive health insurance, employee wellness programs, robust reward and recognition programs, and ample growth opportunities.
Is remote work available for this position?Yes, we provide flexible remote work options for our Technical Support Specialists.
