Field Services Specialist

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 Field Services 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 our daily meetings and on call processes for NetCov’s entire client base.

Accountabilities

• Client Relationship: Represent NetCov’s at our 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. As needed, help 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 current PSA to document work performed in real time so that we can analyse trends in issues reported. Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalate challenges related to identified critical support KPIs to dedicated Team Lead.
• Service Delivery: Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed and hitting the billable department standard. Participate in rotating NetCov on-call schedules so that clients can depend on us 24/7 to meet their business needs. Be accountable for following incident management process for all emergency related issues. Perform proactive network health evaluations while onsite for recurring visits when needed. Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations. Maintain a daily 85% billable rate working tickets and answering phone calls. Potential for 5 days a week of on-sites at customer offices.

Criteria for Success

• Associates Degree in Information Technology, Computer Science, Network Administration or related business field is highly desirable.
• 1-3 years of relevant IT experience as either 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 or similar) are highly desirable.
• A people person who is an effective communicator. Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information.

Role Logistics

• This is a full-time position. Standard hours based on defined business schedule; however, occasional availability outside of these hours may be required to support urgent client needs or time-sensitive escalations.
• Flexibility is expected during high-priority events or emergencies, and advance notice will be provided whenever possible.
• This position will require participation in a recurring predetermined on-call rotation.
• This position will require travel to client offices where locations will vary. This position will require travel to the office on days where travel to client offices is not required.
• This position may require travel to industry events, NetCov office locations, and NetCov events where locations will vary.