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Sr. Service Desk Engineer

3 months ago

Ahmedabad, Gujarat, India Vertafore Full time

JOB DESCRIPTION

Join Vertafore's team as a Senior Service Desk Engineer to provide top-notch support for our IT Service Desk. You'll handle complex user issues, act as a technical expert for junior team members, and contribute to training new staff. Your responsibilities include documenting knowledge-base articles, participating in quality analysis, and reporting metrics. Take the lead on identifying process improvement opportunities and collaborate with colleagues to enhance service delivery and user experience continuously.

Core Requirements and Responsibilities:

Essential job functions include:

  • Supporting Vertafore's global employees across the US and India in a 24x5 model
  • Expertise in troubleshooting and resolving technical and procedural issues
  • Installation, troubleshooting, and support for Windows, Mac operating systems, Microsoft Office365, Active Directory, group policies, user access management, antivirus, VPN, Bitlocker, and MFA (Multi-factor authentication)
  • Providing remote IT support via various methods such as MS Teams, Zoom, email, ServiceNow, and tele-calls
  • Assisting in managing IT assets inventory, software compliance, and audits
  • Handling roster maintenance and generating daily SLA reports
  • Supporting patch management for end-user computing

Knowledge, Skills, and Abilities:

  • Strong oral and written communication skills with the ability to manage escalations and handle customer relations effectively
  • Proficiency in ITIL Incident and Problem Management
  • Experience with ServiceNow or any other ticketing tool
  • A+, Microsoft, and/or Apple Certified candidates are preferred
  • Excellent customer service and interpersonal skills
  • Ability to adapt to changing customer needs and manage high-stress situations professionally
  • Build rapport with peers and colleagues
  • Prior experience supporting customers in the US and India in a 24x5 model

Qualifications:

  • Bachelor's Degree
  • Minimum of 4 years as a Service Desk Engineer or higher, handling tier 1/2 requests and incidents in a 24/7/365 environment