Service Desk Specialist II

Job description

Who we are:

Network Coverage is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner.

Network Coverage believes in providing purpose to our people and that character, integrity and commitment win out. Technology is our mission, empowering and developing our team is our passion.

What the role is:

Service Desk Specialist II

Division - Center - Team: Service Operations - Service Desk

Reporting to: Service Desk Lead

About the Role

The Service Desk Specialist II role provides Tier 2 support to clients, addressing and resolving hardware, software, network and security issues, while maintaining recurring onsite commitments to static client(s). A part of a dynamic support team, this role collaborates with other support roles to ensure efficient problem resolution in a timely manner, aids in escalation management by handling lower-level escalations, and works with their Team Lead and team members across departments to help drive tactical and strategic operational items related to their assigned client(s). These contributions are key to maintaining high levels of customer satisfaction by delivering effective solutions, clear communication and setting reasonable expectations. This position is crucial for ensuring smooth and efficient operation of our clients' IT systems.

Accountabilities

Client Support and Service Delivery

• Timely and effective resolution of Tier 2 server, desktop and application service requests
• Act as a supportive technical resource for the team to ensure service needs are met
• Develop and maintain strong relationships with your assigned client(s) and team members
• Manage client IT systems and adhere to service level agreements
• Assist with root-cause analysis if directed.
• Support other NetCov clients in addition to the dedicated client assignment as determined by NetCov operational need.
• Perform additional tasks and responsibilities as assigned by your manager, which may consist of duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
• Ensure NetCov has updated customer documentation needed to provide best-in-class support
• Maintain a daily 85% billable rate working tickets and answering phone calls.
• Potential for on-sites at customer offices, which would be directed by the Team Lead as the team need arises
• Real time tracking and updates of support tickets in Network Coverage's ticketing system.

Infrastructure Management and Performance Optimization

• Monitor and optimize client systems for efficient performance, reliability and security
• Produce and update technical documentation for client systems and team training
• Collaborate with the managed services team to identify client trends

Client Communication and Continuous Improvement

• Maintain clear client communication and set expectations on active support inquiries
• Identify opportunities to enhance process efficiency and implement best practices
• Remain updated on industry advancements and enhance technical skills
• Ensure that all customer inquiries and complaints are addressed promptly and professionally.

Knowledge, Skills, and Abilities (KSAs) Required

Technical Expertise:

• Expanded 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, Exchange/Office 365 and desktop applications.
• Proficiency with LAN/WAN connectivity designs, firewalls, switching and wireless
• Management of cloud systems including AWS, Azure and Office 365

Problem-Solving and Time Management:

• Ability to diagnose and resolve technical issues timely and effectively
• Experience with various troubleshooting tools and techniques
• Strong organizational skills and ability to prioritize tasks

Communication and Interpersonal Skills:

• Excellent verbal and written communication abilities
• Active listening skills to fully understand client issues and concerns
• High attention to detail to ensure accurate record-keeping
• Capacity to explain technical concepts and solutions to non-technical stakeholders

Technical Competencies

Qualifications and Experience:

• Bachelor's degree or Associate's degree in Information Technology, Computer Science, Network Administration or related field.
• 2-5 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.

Role Logistics

• This is a full-time position
• Days and hours of work are Monday through Friday, 8:00 AM - 5:00 PM [9-hour shift]
• This position will require participation in a recurring predetermined on-call rotation.
• This is a hybrid position and will require travel and recurring visits to client offices where locations will vary. Reliable transportation is required.
• This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary.