Service Desk Engineer
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Job Description
Service Desk Engineer delivering managed IT and cybersecurity services for NetCov clients. Troubleshooting infrastructure, optimizing systems, and leading managed-services engineers.
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
- Develop and maintain relationships with clients and team members
- Manage client IT systems and adhere to service level agreements
- Execute root-cause analysis
- 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
- Provide technical leadership and guidance to managed services team members
- Foster knowledge sharing within the team
- Identify team training opportunities and provide feedback
- Stay current on emerging technologies and industry trends
- Identify innovative solutions to enhance service delivery
- Improve process efficiency and business security and implement best practices
- Perform additional tasks assigned by the manager in alignment with NetCov operational needs
Requirements:
- 5–7 years of relevant IT experience as a Systems Analyst, Systems Administrator, IT Specialist, or similar
- Bachelor’s degree or Associate’s degree in Information Technology, Computer Science, Network Administration, or a related business field
- Advanced technical knowledge of 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 technologies
- Experience managing AWS, Azure, and Office 365 cloud systems
- Experience with troubleshooting tools and techniques
- Strong problem-solving and analytical abilities
- Excellent communication and presentation skills
- Ability to explain technical concepts and solutions to non-technical stakeholders
- Ability to remain composed and provide 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
- Ability to thrive in a fast-paced, dynamic environment
- Commitment to continuous learning and professional development
- Industry certifications such as CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, or Cisco CCNA are highly desirable
Benefits:
- Competitive base salary plus performance-based incentives and commissions
- Continuous training
- Career development
- Opportunities for advancement
- Collaborative culture
- Recurring predetermined on-call rotation
- Occasional travel for on-site meetings
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