Senior Service Desk Engineer

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

📋 Description

• Provide exceptional 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.

• Cultivate and sustain robust relationships with both 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.

• Collaborate with engineers and support teams to identify trends among clients.

• Engage in Service Operations Leadership meetings, workflows, and responsibilities.

• Implement initiatives and objectives as directed by the Service Operations Leadership group.

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

• Promote a collaborative environment for knowledge sharing.

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

• Stay informed on emerging technologies and industry developments.

• Discover innovative solutions to improve service delivery.

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

• Undertake additional tasks assigned by the manager in alignment with NetCov’s operational needs.

⛳️ Requirements

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

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

• 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 designing LAN/WAN connectivity, firewalls, switching, and wireless networks.

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

• Strong analytical skills to determine root causes and identify trends.

• Ability to effectively diagnose and resolve complex technical challenges.

• Familiarity with various troubleshooting tools and techniques.

• Excellent oral and written communication skills.

• Capability to explain technical concepts and solutions to non-technical stakeholders.

• Ability to maintain composure and achieve successful resolutions in high-impact situations.

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

• Proven track record of leading and mentoring a team of engineers.

• Commitment to ongoing learning and professional growth.

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

• Willingness to participate in a recurring, predetermined on-call rotation.

• May require travel to various 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.

• Retirement savings plan with company match.

• Opportunities for professional development and certification reimbursement.

• Flexible work schedule and remote work options.

• Paid time off and holidays.