Service Desk Engineer

Company Overview

At NetCov, we specialize in delivering cutting-edge IT and cybersecurity solutions designed to protect and optimize the digital infrastructure for the industries we serve. We differentiate ourselves from our competition through our deep and intimate knowledge of our customers’ business. 

About the Role 

The Service Desk Engineer I role is instrumental in delivering premium IT managed services to our clients.  Your expertise in technical, analytical and leadership skills will be crucial in ensuring the stability, security and optimal performance of clients’ IT infrastructures.  This role works closely with a team of IT professionals to manage, maintain and improve complex IT systems, offering advanced troubleshooting support to clients and technical direction to supporting team members. 

Accountabilities

Client Support and Service Delivery

• Timely and effective resolution of client issues and service requests
• Act as a primary technical resource for the team, ensuring service needs are met
• Develop and maintain strong relationships with both clients and team members
• Manage client IT systems and adhere to service level agreements
• Execute on root-cause analysis as needed
• Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.

 Infrastructure Management and Performance Optimization 

• Monitor and optimize client systems for efficient performance, reliability and security
• Produce and update technical documentation for client systems and team training
• Collaborate with engineers and support teams to identify client trends

 Technical Leadership, Mentorship and Coaching

• Provide technical leadership and guidance to the managed services team members
• Foster a collaborative knowledge-sharing environment within the team
• Identify training opportunities within the team and provide feedback as needed

 Continuous Improvement and Innovation

• Remain updated on emerging technologies and industry trends
• Identify innovative solutions to enhance service delivery
• Recognize opportunities to enhance process efficiency, business security and implement best practices

Knowledge, Skills, and Abilities Required

• Experience: 5-7 years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position
• Bachelor’s degree or Associate’s degree in Information Technology, Computer Science, Network Administration or related business field
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable skills
  • Advanced Technical knowledge of current IT infrastructures including servers, networks, virtualization, cloud systems and security
  • Proficiency with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies and Exchange/Office 365
  • Experience with LAN/WAN connectivity designs, firewalls, switching and wireless
  • Management of cloud systems including AWS, Azure and Office 365
  • Experience with various troubleshooting tools and techniques
  • Strong problem-solving and analytical abilities, with a focus on innovation and continuous improvement.
  • Excellent communicationand presentation skills.
  • Capacity to explain technical conceptsand solutions to non-technical stakeholders
  • Capable of staying composed and providing successful resolutions in high-impact scenarios
  • Strong collaboration skills for working with cross-functional teams
  • Proven ability to lead and mentor a team of engineers
  • Ability to thrive in a fast-paced, dynamic environment with a collaborative mindset
  • Commitment to continuous learning and professional development

Why work at Netcov?

• Innovative Solutions: Work with cutting-edge cybersecurity and IT services tailored to the financial sector’s evolving needs.
• Competitive Compensation: Competitive base salary plus performance-based incentives and commissions.
• Professional Growth: Access to continuous training, career development, and opportunities for advancement within a rapidly growing company.
• Collaborative Culture: Join a team of passionate professionals who work together to solve complex challenges and deliver exceptional service to our clients.

Role Logistics

• This is a full-time position
• This position will require participation in a recurring predetermined on-call rotation
• This position may require travel occasionally for on-site meetings