Sr. Service Desk Engineer (O365,ActiveDirectory,Grouppolicies,VPN,Bitlocker,ITIL)

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• 4+ year(s) as experience as Service Desk Engineer or higher supporting tier 1/2 requests and incidents in a 24/7/365 routine
Why Vertafore is the place for you: *Canada Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• Medical, vision & dental plans
• Life, AD&D
• Short Term and Long Term Disability
• Pension Plan & Employer Match
• Maternity, Paternity and Parental Leave
• Employee and Family Assistance Program (EFAP)
• Education Assistance
• Additional programs - Employee Referral and Internal Recognition

Why Vertafore is the place for you: *US Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• We have a Flexible First work environment! Our North America team members use our offices for collaboration, community and team-building, with members asked to sometimes come into an office and/or travel depending on job responsibilities. Other times, our teams work from home or a similar environment.
• Medical, vision & dental plans
  • PPO & high-deductible options
• Health Savings Account & Flexible Spending Accounts Options:
  • Health Care FSA
  • Dental & Vision FSA
  • Dependent Care FSA
  • Commuter FSA
• Life, AD&D (Basic & Supplemental), and Disability
• 401(k) Retirement Savings Plain & Employer Match
• Supplemental Plans - Pet insurance, Hospital Indemnity, and Accident Insurance
• Parental Leave & Adoption Assistance
• Employee Assistance Program (EAP)
• Education & Legal Assistance
• Additional programs - Tuition Reimbursement, Employee Referral, Internal Recognition, and Wellness
• Commuter Benefits (Denver)

The selected candidate must be legally authorized to work in the United States.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
The Professional Services (PS) and Customer Success (CX) bonus plans are a quarterly monetary bonus plan based upon individual and practice performance against specific business metrics. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.
The Vertafore Incentive Plan (VIP) is an annual monetary bonus for eligible employees based on both individual and company performance. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.
Commission plans are tailored to each sales role but common components include quota, MBO's and ABPMs. Salespeople receive their formal compensation plan within 30 days of hire.
Vertafore is a drug free workplace and conducts preemployment drug and background screenings.
We do not accept resumes from agencies, headhunters or other suppliers who have not signed a formal agreement with us.
We want to make sure our recruiting process is accessible for everyone. if you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact [email protected]
Just a note, this contact information is for accommodation requests only.