Senior Service Desk Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide high-quality IT managed services to clients.

• Address client issues and service requests promptly and effectively.

• Serve as the primary technical resource for the team, ensuring service requirements are fulfilled.

• Build and sustain strong relationships with clients and team members.

• Oversee client IT systems while adhering to service level agreements.

• Conduct root-cause analysis when necessary.

• Monitor and enhance client systems for optimal performance, reliability, and security.

• Create and update technical documentation for client systems and team training purposes.

• Collaborate with engineers and support teams to identify client trends.

• Participate in and contribute to Service Operations Leadership meetings, workflows, and responsibilities.

• Implement assigned initiatives and objectives outlined by the Service Operations Leadership group.

• Offer technical leadership and guidance to managed services team members.

• Promote a collaborative knowledge-sharing environment.

• Identify training opportunities for the team and provide constructive feedback.

• Stay informed about emerging technologies and industry trends.

• Discover innovative solutions to improve service delivery.

• Enhance process efficiency and business security by implementing best practices.

• Contribute to other operational areas as necessary.

• Mentor and guide service desk team members.

⛳️ Requirements

• Advanced technical expertise in current IT infrastructures, including servers, networks, virtualization, cloud systems, and security.

• Proficient in 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 technologies.

• Management experience with cloud systems such as AWS, Azure, and Office 365.

• Strong analytical abilities to identify root causes and recognize trends.

• Capable of efficiently diagnosing and resolving complex technical issues.

• Familiarity with a variety of troubleshooting tools and techniques.

• Excellent verbal and written communication skills.

• Ability to convey technical concepts and solutions to non-technical stakeholders.

• Able to remain composed and deliver successful resolutions in high-impact situations.

• Strong collaborative skills for working effectively with cross-functional teams.

• Proven capability to lead and mentor a team of engineers.

• Commitment to ongoing learning and professional development.

• Bachelor’s or Associate’s degree in Information Technology, Computer Science, Network Administration, or a related field.

• Over 10 years of relevant IT experience in roles such as Systems Analyst, Systems Administrator, IT Specialist, or similar positions.

• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA, or similar) are highly desirable.

• Participation in a scheduled on-call rotation is required.

• May involve travel to client offices, industry events, Network Coverage office locations, and Network Coverage events.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and certification reimbursement.

• Flexible work arrangements and a supportive team environment.