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Technical Support Lead

Carlsbad, California
Job Type
15 Oct 2020
Company DescriptionVerisk 3E delivers intelligent compliance solutions that empower companies around the globe to reduce risk, drive continuous improvement and create new growth opportunities. Verisk 3E has set the standard for combining regulatory expertise and enriched global compliance content and transforming it into actionable intelligence to enhance chemical and workplace safety, product safety and stewardship, supply chain stewardship and research and development support. Together, with our customers, we are working to make the world safer-one product, one workplace and one community at a time. To learn more visit are proud to be a part of the Verisk family of companies! At the heart of what we do is help clients manage risk. Verisk (Nasdaq: VRSK) provides data and insights to our customers in insurance, energy and the financial services markets so they can make faster and more informed decisions. Our global team uses AI, machine learning, automation, and other emerging technologies to collect and analyze billions of records. We provide advanced decision-support to prevent credit, lending, and cyber risks. In addition, we monitor and advise companies on complex global matters such as climate change, catastrophes, and geopolitical issues. But why we do our work is what sets us apart. It stems from a commitment to making the world better, safer and stronger. It's the reason Verisk is part of the UN Global Compact sustainability initiative. It's why we made a commitment to balancing 100 percent of our carbon emissions. It's the aim of our "returnship" program for experienced professionals rejoining the workforce after time away. And, it's what drives our annual Innovation Day, where we identify our next first-to-market innovations to solve our customers' problems. At its core, Verisk uses data to minimize risk and maximize value. But far bigger, is why we do what we do. At Verisk you can build an exciting career with meaningful work; create positive and lasting impact on business; and find the support, coaching, and training you need to advance your career. We have received the Great Place to Work® Certification for the fourth consecutive year. We've been recognized by Forbes as a World's Best Employer and a Best Employer for Women, testaments to our culture of engagement and the value we place on an inclusive and diverse workforce. Verisk's Statement on Racial Equity and Diversity supports our commitment to these values and affecting positive and lasting change in the communities where we live and work.Job DescriptionVerisk 3E is currently hiring a Technical Support Lead to join our team in Carlsbad, CA. In this position, you will be a hands-on Technical Support while supervising a small team. You will also be a part of the Infrastructure team which keeps our systems up and our network secure. If this sounds like a fit for you, please read on!OVERVIEW OF JOB:The Technical Lead manages the Help Desk workload and the supporting team. They participate in corporate projects and coordinate with the Network Engineering team or Global Support team to implement changes. They are the first line of support for any vendor disruption in service. They work to resolves computer software and hardware problems for customers. They consult with other Infrastructure team members and customers to determine source of specific error and recommend solution. They are responsible for the quality and delivery of technical expertise to internal customers on the technology used to deliver and maintain Verisk 3E products and services. The support provided is delivered both onsite and remotely using various processes and available tools. The incumbent will train or coach associates and customers on tasks involved with the above areas. Assignments which are independently planned range from simple to complex.Help Desk - Manages the helpdesk queue and assign's Assigns helpdesk tickets. Maintains and publishes helpdesk performance KPI's Respond to devise failures, customer training, system maintenance and security requests.Vendor Management - Manage vendor contracts for supplies and service impacting client devises. Includes printer parts & supplies, copier supplies, cell phones etc.Inventory management - Maintains control of IT assets in accordance with documented proceduresRemote & home office support - Encrypt laptops, support home office equipment (Desktop's, printers, VoIP phones, and company supplied routers)Virus and Malware control - Ability to detect and remove Virus and malware from infected devises.Documentation - Develop and keep current "points of failure" and process documentation. Creates and maintains Desktop operating procedures.Written Communication - Writes clear, concise and comprehensive documentation, such as memos, end user instructions and systems specifications, product descriptions, etc.Completes all responsibilities as outlined on annual Performance Plan.Completes all special projects and other duties as assigned.Must be able to perform duties with or without reasonable accommodation.QualificationsStrong interpersonal skills. A motivated and empathetic leader who can successfully collaborate with, mentor and manage a team of experienced technicians. You lead by example. You are driven to succeed and to help the team succeed. You enjoy working with and get along with all types of people.Able to effectively manage a dynamic work queue in a fast-paced IT environment. Ability to adjust support assignments to best align with business needs.A self-starter, who can prioritize and complete assignments with little technical direction. Strong problem-solving skills in a client server environment and cloud environment.Superior organizational skills. You can successfully manage complex projects. You can manage to KPIs in service delivery environment.Excellent oral, listening and written skills. Ability to effectively communicate at customer's level.Able to maintain focus in a demanding environment. A Bachelor's degree in IT, CIS, MIS, Business Administration or related field and experience contributing to and leading a team of help desk technicians is preferred. A High school or technical school certificate and applicable work experience in an enterprise help desk environment is required.Seven to ten years' experience working on a Help Desk or in an environment providing end user technical support. Specific experience with MS Office, Windows, O365, McAfee AV, End Point Encryption solutions, Symantec Ghost software and MS Surface and Lenovo laptops, HP desktops, Dell Wyse terminals, HP printers, various smart phoned and other wired and wireless hardware devises.Advanced knowledge of desktop applications and change control process.In depth knowledge of network maintenance standards and processes.Ability to read, comprehend and execute processes that relate to workstation recovery and maintenance. (Ability to comprehend and follow complex technical directions)Demonstrated ability to learn and execute new technical skills with increasing levels of efficiency.Serves as a technical mentor/teacher to customers and other team members.Contributes to continuous process improvements within helpdesk function.#LI-SH1Additional InformationVerisk Analytics is an equal opportunity employer.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
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  • Job Reference: 182910123-2
  • Date Posted: 15 October 2020
  • Recruiter: Verisk
  • Location: Carlsbad, California
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent