What are the responsibilities and job description for the Sr. Service Desk Engineer position at Vertafore Career Center?
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
