Service Desk Specialist II
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.
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).
This position is crucial for ensuring smooth and efficient operation of our clients’ IT systems. Accountabilities include:
- 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
- Aid in root-cause analysis if directed
- 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
- 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
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