NetCov

Engineer

• Timely and effective resolution of client issues and service requests.
• Act as a primary technical resource for the team, ensuring service needs are met.
• Develop and maintain strong relationships with both clients and team members.
• Manage client IT systems and adhere to service level agreements.
• Execute on root-cause analysis as 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.
• Monitor and optimize client systems for efficient performance, reliability and security.
• Produce and update technical documentation for client systems and team training.
• Collaborate with engineers and support teams to identify client trends.
• Provide technical leadership and guidance to the managed services team members.
• Foster a collaborative knowledge-sharing environment within the team.
• Identify training opportunities within the team and provide feedback as needed.
• Remain updated on emerging technologies and industry trends.
• Identify innovative solutions to enhance service delivery.
• Recognize opportunities to enhance process efficiency, business security and implement best practices.

Service Desk Engineer

Solutions Engineer

• Oversee and focus on comprehensive infrastructure, security, and technology strategy for clients.
• Serve as the primary technical advisor for client environments.
• Develop and mentor Client Solutions Architects and support their deliverables.
• Establish and lead a formal mentorship program.
• Guide Client Solutions Architects across multiple technology domains.
• Ensure the team delivers high-quality solutions that meet or exceed client expectations.
• Develop and maintain a deep functional knowledge of customer goals and mitigate risks.