Provides Level 1 technical support through phone, email, chat, and ticketing systems. Troubleshoots Windows, Linux, networking, access, connectivity, and remote-access issues; manages incidents and service requests; documents resolutions; monitors SLAs; escalates complex issues; coordinates with engineering teams, vendors, and carriers; and participates in incident response and continuous improvement. Requires flexible shift availability and approximately four weeks of customer-specific training.
Anovia is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 200 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.
Responsibilities
- 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 at Anovia
- 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
We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Anovia is an equal opportunity employer and may use Artificial Intelligence tools to assist in reviewing and processing candidate applications.
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