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 efficiently.

• Serve as the primary technical resource for the team.

• Build and sustain relationships with clients and team members.

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

• Conduct root-cause analysis.

• 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.

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

• Promote knowledge sharing within the team.

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

• Keep up-to-date with emerging technologies and industry trends.

• Discover innovative solutions to improve service delivery.

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

• Complete additional tasks as assigned by the manager in line with NetCov's operational requirements.

⛳️ Requirements

• 5–7 years of relevant IT experience in roles such as Systems Analyst, Systems Administrator, IT Specialist, or similar positions.

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

• Advanced technical expertise in 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.

• Background in managing AWS, Azure, and Office 365 cloud systems.

• Familiarity with troubleshooting tools and techniques.

• Strong problem-solving and analytical skills.

• Excellent communication and presentation abilities.

• Capable of explaining technical concepts and solutions to non-technical audiences.

• Ability to maintain composure and provide effective resolutions in high-pressure situations.

• Strong collaboration skills for working within cross-functional teams.

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

• Ability to excel in a fast-paced, dynamic environment.

• Commitment to ongoing learning and professional development.

• Industry certifications such as CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, or Cisco CCNA are highly preferred.

🏝️ Benefits

• Competitive base salary along with performance-based incentives and commissions.

• Ongoing training opportunities.

• Career development prospects.

• Opportunities for advancement within the company.

• A collaborative working culture.

• Regularly scheduled predetermined on-call rotation.

• Occasional travel required for on-site meetings.