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.
Role Title: Field Support Analyst
Reporting to: Service Desk Team Lead
About the Role
The Field Support Analyst acts as Network Coverage's representative at our client's office(s). A member of our Service Desk team, they are dedicated to a client and will have a hybrid work schedule with some travel to client offices in NJ, NYC and Long Island. The Field Support Analyst 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 process for NetCov's entire client base.
Accountabilities
Client Relationship:
- Represent Network Coverage at our client offices by exhibiting professionalism and kindness.
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Consult with client users and primary contacts on their technical needs, analyze data and provide recommendations to NetCov team members on technology solutions
Level 1 & 2 Support:
- Use expertise to research and resolve technical issues via incident management procedures (ITIL based) with proper communication and documentation.
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Liaise in improvements of systems in place, communicate features and facilitate improvements to maximize productivity and utilization
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As needed, help with implementation of new network components as part of project assignments (network and workstation).
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Educate client team members on appropriate workflow and process related to incident management and established goals and metrics.
Resolution & Recovery:
- Be accountable for following incident management process for all emergency related issues.
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Perform proactive network health evaluations
Incident Logging & Documentation
- Ensure NetCov has updated network documentation needed to provide best-in-class support.
- Use ConnectWise to document work performed so that we can analyze trends in issues reported.
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Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalate challenges related to identified critical support KPIs to dedicated Team Lead.
Queue Call Receiver
- Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed.
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Participate in rotating NetCov on-call schedules so that clients can depend on us 24/7 to meet their business needs.
Project Lead
- Coordinate with other NetCov Infrastructure Engineers to ensure successful project implementations with minimal user impact
Criteria for Success
1. Ability to exhibit professionalism and kindness in every interaction with our community.
2. Bachelor's degree or equivalent training.
3. Effective communicator.
4. People Person.
5. Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information.
6. Follows established policies and procedures.
7. Ability to identify important aspects of a problem, gathers appropriate information, determine potential cause, and specify alternative solutions.
Technical Competencies
- Microsoft Windows Server 2012, 2016
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VMware and Hyper V in multiple host environments
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Microsoft Active Directory
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Experience with Compellent (Dell) SAN or equivalent
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Kaseya and ConnectWise experience a plus
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Windows 7, 8, 10
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Microsoft Exchange Server
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Hosted Email Platform- O365, G-Suite, Rackspace
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Microsoft SQL Server
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Microsoft Office 2010, 2013, 2016, 2019
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Hardware: Printers, Workstations, Servers, Routers, Switches, and Firewalls
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Strong understanding of networking and routing
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Software: Antivirus and Antimalware Software
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TCP/IP, DNS, DHCP, WAN, LAN, VoIP, WLAN
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Mac experience preferred
Role Logistics
- This is a full-time position
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This position requires the Analyst to travel to the client corporate headquarters in NYC for onsite technical support.
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This position requires the Analyst to travel to VIP homes occasionally in NYC and Water Mill, LI, for onsite technical support.
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The expected salary for this position is 50k - 70k per year.
