Field Services Specialist

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Full Time Solutions Design Ft Worth, TX, US

Salary Range: $53,760.00 To $80,000.00 Annually

At Net Cov, we specialize in delivering cutting-edge IT and cybersecurity solutions designed to protect and optimize the digital infrastructure for the industries we serve. We differentiate ourselves from our competition through our deep and intimate knowledge of our customers’ business.

The Field Services Specialist acts as Net Cov’s representative at our client's office(s). A member of our Service Desk team, they are dedicated to a client, or clients, and will have a hybrid work schedule with some travel to client offices. The Field Services Specialist is passionate about building relationships, problem solving, and working within the Net Cov 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 processes for Net Cov’s entire client base.

Client Relationship:

• Represent Net Cov’s at our client offices by exhibiting professionalism and kindness.
• Consult with client users and primary contacts on their technical needs, analyze data and provide recommendations to Net Cov team members on technology solutions
• Use expertise to research and resolve technical issues via incident management procedures (ITIL based) with proper communication and documentation.
• Liaise in improvements of systems in place, communicate features and facilitate improvements to maximize productivity and utilization
• As needed, help with implementation of new network components as part of project assignments (network and workstation).
• Educate client team members on appropriate workflow and process related to incident management and established goals and metrics.
• Ensure Net Cov has updated environment documentation needed to provide best-in-class support.
• Use current PSA to document work performed in real time so that we can analyse trends in issues reported.
• Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalation challenges related to identified critical support KPIs to dedicated Team Lead.

Service Delivery:

• Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed and hitting the billable department standard.
• Participate in rotating Net Cov on-call schedules so that clients can depend on us 24/7 to meet their business needs.
• Be accountable for following incident management process for all emergency related issues.
• Perform proactive network health evaluations while onsite for recurring visits when 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 Net Cov operations.
• Maintain a daily 85% billable rate working tickets and answering phone calls.
• Potential for 5 days a week of on-sites at customer offices.

Other duties as assigned

Technical Expertise:

• Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security
• Knowledge with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office
  365, printing and Microsoft Office
• Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless

Problem-Solving and Time Management:

• Ability to diagnose and resolve technical issues timely and…