Senior Service Desk Engineer
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Job Description
Senior Service Desk Engineer delivering managed IT and cybersecurity solutions for NetCov clients. Providing advanced troubleshooting, infrastructure optimization, technical leadership, and service desk mentorship.
Responsibilities:
- Deliver premium IT managed services to clients
- Resolve client issues and service requests in a timely and effective manner
- Act as the primary technical resource for the team and ensure service needs are met
- Develop and maintain strong relationships with clients and team members
- Manage client IT systems and adhere to service level agreements
- Execute root-cause analysis as needed
- Monitor and optimize client systems for 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
- Attend and contribute to Service Operations Leadership meetings, workflows, and obligations
- Execute assigned initiatives and objectives defined by the Service Operations Leadership group
- Provide technical leadership and guidance to managed services team members
- Foster a collaborative knowledge-sharing environment
- Identify team training opportunities and provide feedback
- Stay updated on emerging technologies and industry trends
- Identify innovative solutions to enhance service delivery
- Improve process efficiency and business security and implement best practices
- Contribute to other operations areas as needed
- Provide mentorship and guidance to service desk team members
Requirements:
- 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
- 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
- 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
- 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
- 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
- Participation in a recurring predetermined on-call rotation
- May require travel to client offices, industry events, Network Coverage office locations, and Network Coverage events
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