Sr. Service Desk Engineer

JOB DESCRIPTION

Vertafore is looking for a Senior Service Desk Engineer to support our IT Service Desk function by supporting complex user issues, escalations, technical subject matter expert for junior IT Service Desk agents. Help train new members, document new and update existing knowledge-base articles, assist with quality analysis and metrics reporting. Look for continuous process improvement opportunities and follow up with lead, peers and support engineers to continuously enhance service delivery and user experience

Core Requirements and Responsibilities:

Essential job functions included but are not limited to the following:

· Support Vertafore's global employees including US and India in a 24x5 model

· Proven ability to troubleshoot and resolve technical and procedural issues.

· Installing, troubleshooting and supporting Windows and Mac operating systems and laptops, Microsoft Office365, Active Directory, group policies, user access management, antivirus, VPN, Bitlocker and MFA (Multi factor authentication)

· Provide remote IT support using best practices, models, procedures via various methods (MS Teams, Zoom, email, ServiceNow, Tele-calls)

· Assist in managing IT assets inventory (Hardware and Software), software compliance and audits

· Manage and maintain roster and generate daily SLA reports

· Support patch management for end user computing

Knowledge, Skills and Abilities:

· Proficient in oral and written communication with ability to empathetically manage escalations and unhappy customers

· Proficient in ITIL Incident and problem Management

· Experience working with ServiceNow or any other ticketing tool

· A+, Microsoft and/or Apple Certified candidates preferred

· Excellent Customer Service and interpersonal skills for customer relations

· Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally.

· Establish rapport among peers and colleagues.

· Must have experience supporting US and India based customers in a 24x5 model

Qualifications:

· Bachelor's Degree

· 4+ year(s) as experience as Service Desk Engineer or higher supporting tier 1/2 requests and incidents in a 24/7/365 routine