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 2 weeks ago

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O365 Admin Shashwath Solution

4.0 - 6.0 years

3 - 6 Lacs

Noida

Work from Office

We are looking for an experienced O365 Admin to provide high-end technical and project-based support and consultation for Office365 Cloud services. The ideal candidate will be responsible for architecting, designing, and implementing solutions using various services offered by the Microsoft Office365 package. Key Responsibilities: Provide high-end technical and project-based support & consultation for Office365 Cloud services. Architect, design, and implement solutions using different services & solutions offered by the MS Office365 package. Handle Tier 3 operations for all Office365 workloads, primarily: o Exchange Online o SharePoint Online o Microsoft Teams o Security & Compliance Assist Tier 1 & Tier 2 resources in addressing Office365-related issues. Troubleshoot advanced Office365 issues and perform call backs to ensure issues are resolved within defined SLAs with appropriate solutions provided to the customer. Update, share, and analyze daily, weekly, and monthly Office365-related ticket trackers. Resolve global cross-functional or work-team issues. Define key management routines and governance strategies to ensure effective business process execution. Skills : - O365, On Prem, Teams, Exchange Online, SharePoint, O365 Admin, Office365 Cloud Services, Technical Support, Project Support, Solution Architecture, Microsoft Office365, Exchange Online, SharePoint Online, Microsoft Teams, Security & Compliance, Tier 3 Operations, Tier 1 & Tier 2 Support, Issue Troubleshooting, SLA Management, Ticket Tracking, Cross-Functional Issue Resolution, Governance Strategy, Business Process Execution, Cloud Solutions, Office365 Workloads, Advanced Issue Resolution, IT Support, Cloud Governance. Keywords O365,On Prem,Teams,Exchange Online,SharePoint,O365 Admin,Technical Support,Project Support,Solution Architecture,Microsoft Office365,Office365 Cloud services*

Posted 2 months ago

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