Engineer - INSURANCE SERVICES OFFICE INC
LEHI, UT
About the Job
Company Description
We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.
Job Description
The main responsibility of this position is to receive user inquiries, requests, and trouble reports and accurately resolve or properly escalate as appropriate in effort to resolve a failed IT service as quickly as possible. User requests are typically delivered via ServiceNow or MS Teams. It is important that the candidate be capable of maintaining knowledge in a broad, constantly evolving assortment of IT technologies, policies, and procedures, and must possess the maturity and reliability to provide user consistent and accurate support while keeping end users informed about the status of incidents and requests.
Qualifications
* Minimum 2 years related experience.
* Provide accurate, timely and high-quality customer-focused assistance. Responsible for the quality and delivery of technical support to customers on the technology used to deliver support of products and services and of related software to Verisk's internal employees.
* Responsible for registering and classifying received incidents/requests via call center/ticketing system, and to undertake an immediate effort to restore a failed IT service as quickly as possible. If no solution can be achieved, technicians are responsible to escalate the incident/request to subject matter engineers or groups.
* Respond to customers within a designated timeframe with resolution/outcome and ensure customer business needs are met while adhering to ITIL process, corporate standards, and meeting service level agreements.
* Friendly presence and helpful attitude.
* Demonstrate the willingness and ability to generate thoughtful, creative approaches to work.
* Excellent interpersonal skills and ability to work well with others.
* Excellent problem-solving skills.
* Ability to work responsibly with or without direct supervision.
* Ability to handle high stress or demanding situations and multitask effectively while exercising patience and professionalism.
* Computer literate with experience in Microsoft products, Windows and Mac OS. Active Directory and Service Now.
* Advanced understanding of computer hardware and peripherals.
* Understanding of power concepts and low voltage cabling.
* Experience in Remote connectivity via VPN and VDI.
* Knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, WiFi etc. including their functions and capabilities.
* Experience in Remote assistance tools such as GoTo Assist or similar tool(s) which is used in most Help Desks to take control of customers PC's.
Working Conditions:
* General office working conditions and environment.
* Occasional exceptional hours as needed to meet deadlines.
* Moderate lifting required.
Additional Information
For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.
At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.
For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work for outstanding workplace... For full info follow application link.
All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's stat
us, age or disability.
We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.
Job Description
The main responsibility of this position is to receive user inquiries, requests, and trouble reports and accurately resolve or properly escalate as appropriate in effort to resolve a failed IT service as quickly as possible. User requests are typically delivered via ServiceNow or MS Teams. It is important that the candidate be capable of maintaining knowledge in a broad, constantly evolving assortment of IT technologies, policies, and procedures, and must possess the maturity and reliability to provide user consistent and accurate support while keeping end users informed about the status of incidents and requests.
Qualifications
* Minimum 2 years related experience.
* Provide accurate, timely and high-quality customer-focused assistance. Responsible for the quality and delivery of technical support to customers on the technology used to deliver support of products and services and of related software to Verisk's internal employees.
* Responsible for registering and classifying received incidents/requests via call center/ticketing system, and to undertake an immediate effort to restore a failed IT service as quickly as possible. If no solution can be achieved, technicians are responsible to escalate the incident/request to subject matter engineers or groups.
* Respond to customers within a designated timeframe with resolution/outcome and ensure customer business needs are met while adhering to ITIL process, corporate standards, and meeting service level agreements.
* Friendly presence and helpful attitude.
* Demonstrate the willingness and ability to generate thoughtful, creative approaches to work.
* Excellent interpersonal skills and ability to work well with others.
* Excellent problem-solving skills.
* Ability to work responsibly with or without direct supervision.
* Ability to handle high stress or demanding situations and multitask effectively while exercising patience and professionalism.
* Computer literate with experience in Microsoft products, Windows and Mac OS. Active Directory and Service Now.
* Advanced understanding of computer hardware and peripherals.
* Understanding of power concepts and low voltage cabling.
* Experience in Remote connectivity via VPN and VDI.
* Knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, WiFi etc. including their functions and capabilities.
* Experience in Remote assistance tools such as GoTo Assist or similar tool(s) which is used in most Help Desks to take control of customers PC's.
Working Conditions:
* General office working conditions and environment.
* Occasional exceptional hours as needed to meet deadlines.
* Moderate lifting required.
Additional Information
For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.
At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.
For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work for outstanding workplace... For full info follow application link.
All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's stat
us, age or disability.
Source : INSURANCE SERVICES OFFICE INC
