Role Description - Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process - Follow-up/ update ticket for every call to ensure timely closure - Call ownership, drive to resolution and communication with customer - Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey - Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers - Proactive monitoring & Perform documented Escalation process - Troubleshooting on Application Support (Off Shelf or Customized) - MFDs Troubleshooting on Printers & - Troubleshooting on VPN software and Collaboration tools - Troubleshooting on Password Reset tools and Remote-Control tools - Troubleshooting of MS Windows & Office, Desktops, Laptops, iPad Peripherals and Networking - Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony) - Interaction with internal and external stakeholders - Keep Users regularly updated with Alerts advising of any new or changed information - Be willing to take on additional responsibilities and learning opportunities as they come up Qualifications - Windows & Macintosh Operating systems Troubleshooting - Experience with Active Directory, Azure, Office365, VPN, MFA, RDP - Experience with remote tools - LMI and BeyondTrust - Experience with ServiceNow - Hands on experience in 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; interpersonal skills; 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 Company Description Anovia (formerly Innovatia Technical Services) 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.

Role Description We’re partnering with a fast-growing tech company looking for a Lead QA Engineer to take ownership of their testing strategy and build a best-in-class QA function from the ground up. This is a hands-on role where you’ll define frameworks, shape processes, and drive quality across a modern engineering environment. - Leading QA strategy across multiple products and teams - Designing and implementing automation frameworks from scratch (C#) - Establishing scalable QA processes, standards, and best practices - Collaborating closely with engineering, product, and DevOps teams - Mentoring and growing QA capability within the team Qualifications - Strong experience in QA automation using C# - Proven track record of building frameworks and QA structures from the ground up - Experience in a Lead or Senior QA role - Solid understanding of CI/CD and modern development practices - A proactive mindset with a passion for improving quality and processes Benefits - Fully remote across the UK - High-impact role with real ownership and autonomy - Opportunity to shape QA in a scaling business - Collaborative, engineering-driven culture

• Own and resolve escalated tickets from Level 1 through to resolution • Troubleshoot and support **Windows Server environments** (AD, DNS, DHCP) • Advanced administration and troubleshooting of **Microsoft 365** (Exchange, identity, MFA, Conditional Access) • Diagnose and resolve **networking issues** (LAN/WAN, VLANs, DNS) • Implement and manage **firewall changes** (FortiGate preferred) • Validate and troubleshoot **backup and DR solutions** (Datto, Cove, Veeam or similar) • Respond to monitoring alerts and improve system stability • Create and maintain **SOPs, documentation, and runbooks** • Mentor Level 1 engineers and reduce unnecessary escalations • Proactively identify risks, security gaps, and improvement opportunities

• Refactor and Maintain Web Scrapers • Overhaul existing scraping scripts to improve reliability, maintainability, and efficiency. • Implement best coding practices (clean code, modular architecture, code reviews, etc.) to ensure quality and sustainability. • Implement Advanced Scraping Techniques • Utilize sophisticated fingerprinting methods (cookies, headers, user-agent rotation, proxies) to avoid detection and blocking. • Handle dynamic content, navigate complex DOM structures, and manage session/cookie lifecycles effectively. • Collaborate with Cross-Functional Teams • Work closely with analysts and other stakeholders to gather requirements, align on targets, and ensure data quality. • Provide support, documentation, and best practices to internal stakeholders to ensure effective use of our web scraped data in critical reporting workflows. • Monitor and Troubleshoot • Develop robust monitoring solutions and alerting frameworks to quickly identify and address failures. • Continuously evaluate scraper performance, proactively diagnosing bottlenecks and scaling issues. • Drive Continuous Improvement • Propose new tooling, methodologies, and technologies to enhance our scraping capabilities and processes. • Stay up to date with industry trends, evolving bot-detection tactics, and novel approaches to web data extraction.