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Vertafore
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Service Desk Engineer II

Service Desk Engineer II

Vertafore

2 years

0 Lacs

Ahmedabad Gujarat India

Posted:2 days ago| Platform:

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Skills Required

service vertafore support analysis metrics reporting resolve procedural troubleshooting management antivirus vpn pgp encryption mfa zoom servicenow inventory software compliance patch communication itil model

Work Mode

Remote

Job Type

Full Time

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

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Service Desk Engineer II