Field Services Specialist

Company Overview

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 a client’s office(s). As a member of the Service Desk team, the specialist is dedicated to one or more clients, follows a hybrid work schedule, and travels to client offices as needed. The role involves building relationships, solving problems, and working with the Net Cov team to provide an exceptional experience for our clients.

Responsibilities include day‑to‑day support, participation in daily meetings, and being on call for Net Cov’s client base.

• Represent Net Cov at 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 escalated challenges related to identified critical support KPIs to dedicated Team Lead.

• Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed while meeting 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‑site visits at customer offices.

Other duties as assigned.

• 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.

• Ability to diagnose and resolve technical issues timely and effectively.
• Experience with various troubleshooting tools and techniques.
• Strong organizational skills and ability to prioritize tasks.

• Excellent verbal and written communication abilities.
• Active listening skills to fully understand client issues and concerns.
• High attention to detail to ensure accurate record‑keeping.

• Associate’s Degree in Information Technology, Computer Science, Network Administration, or related business field is highly desirable.
• 1‑3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position.
• Industry certifications (e.g., CompTIA A+, Network+, Security+,…