2.0 - 6.0 years

0 Lacs

ahmedabad, gujarat

On-site

As a Senior Service Desk Engineer at Vertafore, you will play a crucial role in supporting our IT Service Desk by handling complex user issues, escalations, and serving as a technical subject matter expert for junior IT Service Desk agents. Your responsibilities will include assisting in training new team members, documenting and updating knowledge-base articles, participating in quality analysis and metrics reporting, and identifying opportunities for continuous process improvement. You will collaborate with team leads, peers, and support engineers to enhance service delivery and ensure a seamless user experience. Your core responsibilities will involve: - Providing support to Vertafore's global employees across the US and India in a 24x5 model - Demonstrating a proven ability to troubleshoot and resolve technical and procedural issues effectively - Installing, troubleshooting, and supporting Windows and Mac operating systems, laptops, Microsoft Office365, Active Directory, group policies, user access management, antivirus software, VPN, encryption tools like Bitlocker or PGP, and MFA (Multi-Factor Authentication) - Delivering remote IT support using best practices and various communication methods such as MS Teams, Zoom, email, ServiceNow, and tele-calls - Assisting in managing IT assets inventory, ensuring software compliance, and participating in audits - Maintaining a roster and generating daily SLA reports - Supporting patch management for end-user computing systems To excel in this role, you should possess: - Strong oral and written communication skills with the ability to manage escalations and address customer concerns empathetically - Proficiency in ITIL Incident and Problem Management - Experience with ServiceNow or other ticketing tools - Preferred certifications include A+, Microsoft, or Apple Certified - Excellent customer service and interpersonal skills to build positive customer relationships - Ability to adapt to changing customer needs and effectively handle high-stress situations with professionalism - Strong rapport-building skills with peers and colleagues - Prior experience supporting customers in the US and India in a 24x5 model Qualifications: - Bachelor's degree - 2+ years of experience as a Service Desk Engineer or in a similar role, supporting tier 1/2 requests and incidents in a 24/7/365 environment Join us at Vertafore and be part of a dynamic team dedicated to providing exceptional IT support and enhancing the overall user experience.,

Posted 1 week ago

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