Senior Service Desk Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $80.6k - $130k / year

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 0%

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NetCov

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏥 Healthcare

🔒 Cybersecurity

💰 Private equity on 2022-11

Consulting • Healthcare • Cybersecurity

NetCov is a managed IT and cybersecurity firm that delivers managed IT services, cloud solutions, compliance management, AI-driven advisory, and cybersecurity to businesses across industries. With about 30 years of experience, 350+ staff, and partnerships with providers like AWS and Microsoft, NetCov focuses on secure, scalable, people-first IT support, regulatory compliance (including CMMC/NIST readiness), and AI-enabled automation for organizations such as AEC firms, credit unions, defense contractors, private equity-backed companies, and nonprofits.

📋 Description

• 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