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 qualified 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 co

📌 Helpdesk Engineer (Bengaluru)
🏢 Anovia
📍 Bengaluru