NetCov

Network Engineer

• Assist on executing high level projects working to architect, design, and implement complex network infrastructures
• Work closely with Escalations team to resolve advanced networking issues across client base
• Troubleshoot network impacting outages in unfamiliar environments
• Work a combination of in-office, remote, and field
• Travel is required

Network Specialist

General

• Manage incoming support requests via phone, email, and ticketing system.
• Prioritize and assign tickets to appropriate technicians based on skillset and urgency.
• Monitor ticket resolution times and ensure adherence to SLAs.
• Track and report on key performance indicators (KPIs) related to help desk performance.
• Help the Service Desk Manager by assisting with tech workload assignments to make sure they have a balanced ticket count across the team.
• Participate in daily and weekly recurring team huddles, raising up any trends / concerns / roadblocks.
• Coordinate field tech dispatches, validating onsite times and hardware needed.
• Ensure that all customer inquiries and complaints are addressed promptly and professionally.
• Build and maintain positive relationships with end-users.
• Help oversee the effective resolution of incidents and problems, ensuring timely escalation and follow-up.

Service Desk Coordinator

Client Partner

• Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all service-related matters.
• Continuously monitor and assess the health of client accounts, proactively identifying opportunities for improvement and growth.
• Establish and maintain quality assurance processes to ensure the consistent delivery of high-quality services.
• Monitor service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations.
• Work closely with technical teams to ensure that services are meeting or exceeding client expectations, and that service-level agreements (SLAs) are consistently met.
• Identify opportunities for upselling and cross-selling additional services to existing clients, while also managing contract renewals.
• Gather and analyze client feedback to drive continuous improvement in service quality.
• Keep clients informed of updates, outages, and other relevant information, maintaining clear and effective communication.
• Develop and maintain operational performance metrics and reports. Analyze data to make data-driven decisions and drive improvements.

Client Success Manager

• Provide Tier 2 support to clients for hardware, software, network and security issues.
• Collaborate with other support roles for efficient problem resolution.
• Manage client IT systems and adhere to service level agreements.
• Monitor and optimize client systems for efficient performance.
• Maintain clear client communication and set expectations on active support inquiries.

Service Desk Specialist II

• Provide effective technical support to clients via phone, email and RMM toolset.
• Diagnose and resolve desktop application and hardware related issues.
• Act as a supportive technical resource for the team, ensuring service needs are met.
• Manage client IT systems and adhere to service level agreements and standard operating procedures.
• Maintain a daily 85% billable rate working tickets and answering phone calls.
• Monitor and optimize client systems for efficient performance, reliability and security.
• Maintain clear client communication and set expectations on active support inquiries.
• Identify opportunities to enhance process efficiency and implement best practices.

Service Desk Specialist

Compliance

• Work within deadlines and adjust to client needs
• Perform Security Auditing and Readiness Assessment
• Write policies and conduct Risk Assessment
• Coordinate client onboarding and treatment from GAP assessments
• Collaborate with team members and clients in various locations
• Deliver comprehensive Plan of Action and Milestones
• Provide timely reports on vulnerabilities and incidents

GRC Analyst

Engineering Manager

• Monitor daily service operations, ensuring adherence to SLAs and high-quality standards.
• Project management, ensuring timely delivery of security solution deployments.
• Develop strategies to enhance operational efficiency and customer satisfaction.
• Lead and support a team of engineers and specialists, promoting a culture of excellence and continuous improvement.
• Conduct performance evaluations, identify training needs, and facilitate professional development opportunities.
• Ensure optimal staffing levels and shift coverage to meet service demands across all managed teams.
• Continuously assess and refine operational processes to increase efficiency and effectiveness.
• Implement and advocate for ITIL best practices within the security engineering team.
• Drive initiatives to standardize security engineering procedures and documentation.
• Compile and analyze service performance data to identify trends, areas for improvement, and achievements.
• Prepare and present regular reports on team performance, service issues, and resolution metrics.
• Use data-driven insights to guide operational decisions and improvements.
• Serve as additional escalation point of contact for client communications related to service delivery and operational issues in support of team leads.
• Foster strong relationships with clients, ensuring open lines of communication and satisfaction with service outcomes.
• Collaborate with clients to understand their service needs and adjust operational processes accordingly.