Field Services Specialist

Company Overview

At NetCov, we specialize in delivering cutting‑edge IT and cybersecurity solutions designed to protect and optimize the digital infrastructure for the industries we serve. We differentiate ourselves from our competition through our deep and intimate knowledge of our customers’ business.

About the Role

The Field Services Specialist acts as NetCov’s representative at our client’s office(s). A member of our Service Desk team, they are dedicated to a client, or clients, and will have a hybrid work schedule with some travel to client offices. The specialist is passionate about building relationships, problem solving, and working within the NetCov team to provide an exceptional experience for our client. They are responsible for day‑to‑day support for our client, while also participating in daily meetings and on‑call processes for NetCov’s entire client base.

Accountabilities

• Client Relationship: Represent NetCov at client offices by exhibiting professionalism and kindness. Consult with client users and primary contacts on their technical needs, analyze data, and provide recommendations to NetCov team members on technology solutions.
• Tier 1: Use expertise to research and resolve technical issues via incident management procedures (ITIL based) with proper communication and documentation. Liaise in improvements of systems in place, communicate features, and facilitate improvements to maximize productivity and utilization. Assist with implementation of new network components as part of project assignments (network and workstation). Educate client team members on appropriate workflow and process related to incident management and established goals and metrics.
• Incident Logging & Documentation: Ensure NetCov has updated environment documentation needed to provide best‑in‑class support. Use the current PSA to document work performed in real time so trends can be analyzed. Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalate challenges related to identified critical support KPIs to the dedicated Team Lead.
• Service Delivery: Participate in the Client Service Desk queue by answering calls within designated windows, providing support as needed, and meeting billable department standards. Participate in rotating NetCov on‑call schedules so clients can depend on us 24/7. Follow incident management process for all emergency‑related issues. Perform proactive network health evaluations while onsite for recurring visits when needed.
• Maintain a daily 85 % billable rate working tickets and answering phone calls. Potential for five days a week of on‑site work at customer offices.
• Other duties as assigned by your manager, which may include responsibilities not explicitly outlined in this description, in alignment with the overall needs of NetCov operations.

Knowledge, Skills, and Abilities Required

• Technical expertise in current IT infrastructures, including standard client/server models, network topologies, Windows and macOS, network protocols, virtualization, cloud systems, and security.
• Knowledge of Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office 365, printing, and Microsoft Office.
• Understanding of LAN/WAN connectivity designs, firewalls, switching, and wireless technologies.
• Problem‑solving and time‑management: ability to diagnose and resolve technical issues promptly; experience with various troubleshooting tools and techniques; strong organizational skills and ability to prioritize tasks.
• Communication and interpersonal skills: excellent verbal and written communication; active listening to fully understand client issues; high attention to detail for accurate record‑keeping.

Qualifications

• Associate’s degree in Information Technology, Computer Science, Network Administration, or a related field (highly desirable).
• 1–3 years of relevant IT experience as a Help Desk Analyst, Desktop Administrator, IT Specialist, or similar position.
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA) are highly desirable.
• A people‑person who is an effective communicator and shows an interest in learning new materials and staying abreast of the latest technical information.

Benefits

• Innovative solutions: work with cutting‑edge cybersecurity and IT services tailored to the financial sector’s evolving needs.
• Competitive compensation: base salary plus performance‑based incentives and commissions.
• Professional growth: access to continuous training, career development, and advancement opportunities within a rapidly growing company.
• Collaborative culture: join a team of passionate professionals who work together to solve complex challenges and deliver exceptional service to our clients.

Schedule & Logistics

• Full‑time position with standard business hours; occasional availability outside these hours may be required to support urgent client needs or time‑sensitive escalations.
• Flexibility expected during high‑priority events or emergencies; advance notice will be provided whenever possible.
• Participation in a recurring predetermined on‑call rotation.
• Travel to client offices, industry events, NetCov office locations, and NetCov events; locations will vary.