Helpdesk Engineer

About the role

Anovia seeks a Helpdesk Engineer to deliver Level 1 technical support for its global clientele. The role involves troubleshooting Windows and Linux environments, handling networking issues, and coordinating incident resolution across multiple teams.

Key responsibilities

• Provide Level 1 technical support via phone, email, chat, and ticketing systems.
• Serve as primary point of contact for incidents and service requests, managing the support queue and prioritizing tickets.
• Troubleshoot Windows and Linux environments, networking (LAN/WAN, Wi‑Fi, DNS, DHCP, TCP/IP) and basic Active Directory tasks.
• Coordinate with L2/L3 engineering, vendors and ISP teams to resolve P1/P2 incidents and participate in war‑room activities.
• Document incidents, maintain case notes and contribute to knowledge‑base improvements.

Required profile

• 1+ years of IT/help‑desk experience or recent technical graduate.
• Strong written and verbal communication with excellent customer‑service orientation.
• Ability to manage multiple tasks, prioritize effectively and know when to escalate.
• Attention to detail and commitment to accurate documentation.

Required skills

• Windows operating system support.
• Linux command‑line basics.
• Networking fundamentals: LAN/WAN, Wi‑Fi, DNS, DHCP, TCP/IP.
• Active Directory user administration.
• Experience with ITSM/ticketing platforms such as ServiceNow, Salesforce or ServiceMax.
• Familiarity with cloud environments (AWS) and remote‑access technologies.
• Knowledge of Citrix Workspace or similar virtual desktop solutions.

What we offer

• Comprehensive health‑insurance policy and employee wellness program.
• Remote‑work opportunities and flexible night/weekend shifts.
• Robust reward, recognition and incentive programs.
• Generous leave policies including holiday, maternity, paternity and personal days.
• Growth and learning opportunities, plus immigration support for Canada.