Senior 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 Senior Service Desk Engineer role is instrumental in delivering premium IT managed services to our clients. Their expertise in technical, analytical and leadership skills will be crucial in ensuring the stability, security and optimal performance of clients’ IT infrastructures. This individual has extensive technical and industry knowledge to help drive fast and efficient technical resolutions for their clients as well as helping define technical best practices across the entire Service Desk. The Senior Service Desk Engineer will be assigned a primary team with a defined client base, but will also contribute to other areas of operations as needed. They are a core member of Service Operations Leadership tasked with the creation and execution of high level strategic initiatives within the Service Operations Department. 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. As a senior resource, they will be relied upon to provide mentorship and guidance to their team members as well as team members across service desk. 

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

• Key member of Service Operations Leadership and expected to attend and contribute to meetings and associated workflows and obligations.
• As a member of the Service Operations Leadership(SOL), they are responsible for execution on assigned initiatives and objectives defined by the SOL group.
• 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 (KSAs) Required

Technical Expertise:

• 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

Problem-Solving Skills:

• Strong analytical skills to identify root causes and spot trends
• Ability to efficiently diagnose and resolve complex technical issues
• Experience with various troubleshooting tools and techniques

Communication and Interpersonal Skills:

• Excellent verbal and written communication abilities
• Capacity to explain technical concepts and solutions to non-technical stakeholders
• Capable of staying composed and providing successful resolutions in high-impact scenarios.

Leadership and Mentorship:

• Strong collaboration skills for working with cross-functional teams.
• Proven ability to lead and mentor a team of engineers
• Commitment to continuous learning and professional development

Qualifications and Experience:

• Bachelor's degree or Associate’s degree in Information Technology, Computer Science, Network Administration or related business field.
• 10+ years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position.
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable

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 to client offices where locations will vary.
• This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary.