Service Desk Engineer

About the position

The Service Desk Engineer I role at NetCov is instrumental in delivering premium IT managed services to clients. The role requires technical, analytical and leadership skills to ensure stability, security and optimal performance of clients’ IT infrastructures. The role works closely with a team of IT professionals to manage, maintain and improve complex IT systems, offering advanced troubleshooting support to clients and technical direction to supporting team members. This is a full-time position that requires participation in a recurring predetermined on-call rotation and may require occasional travel for on-site meetings.

Responsibilities

Timely and effective resolution of client issues and service requests; act as a primary technical resource for the team; 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 and training materials; collaborate with engineers and support teams to identify client trends; provide technical leadership, mentorship and coaching to managed services team members; identify training opportunities and provide feedback; remain updated on emerging technologies and identify innovative solutions to enhance service delivery and process efficiency.

Requirements

5–7 years of relevant IT experience (Systems Analyst, Systems Administrator, IT Specialist or similar); Bachelor’s or Associate’s degree in IT, Computer Science, Network Administration or related field; industry certifications desirable (CompTIA A+/Network+/Security+, AWS, Azure, Microsoft MCP, Cisco CCNA or similar); advanced technical knowledge of servers, networks, virtualization, cloud systems and security; proficiency with Microsoft server and client OS, Active Directory, DNS, DHCP, VDI and Exchange/Office 365; experience with LAN/WAN, firewalls, switching and wireless; management of cloud systems (AWS, Azure, Office 365); experience with troubleshooting tools and techniques; strong problem-solving, communication and presentation skills; ability to explain technical concepts to non-technical stakeholders; ability to remain composed in high-impact scenarios; strong collaboration and leadership skills; commitment to continuous learning and professional development.

Nice-to-haves

Industry certifications (CompTIA A+, Network+, Security+, AWS, Azure, Microsoft MCP, Cisco CCNA or similar); prior experience delivering managed services to clients in regulated or security-focused industries; demonstrated experience leading and mentoring engineering teams and driving process improvements.