Senior Service Desk Technician

Senior Service Desk Technician

Neptune Technology Group Inc. is a technology company serving water utilities across North America. Since 1892, we have continually focused on the evolving needs of water utilities – revenue optimization, operational efficiencies, and improved customer service. With our portfolio of smart water meters, data collection systems and software, we make data actionable for our customers – so they can remain focused on the business of water.

For additional information, please visit the company website at

This role provides helpdesk support for non-manufacturing users and employees, handling tier 2 phone and email inquiries, ticket escalation, and maintaining the Help Desk system. Responsibilities include diagnosing and resolving hardware and software issues, supporting and installing printers, computers, servers, VOIP phones, and mobile devices. The technician also performs basic network repairs, creates and terminates ethernet cables, and collaborates with the Network Administrator on network issues.

• Deliver Tier 2 support, ensuring prompt response to operations, software, or hardware trouble tickets, while verifying adherence to established response time SLAs.
• Diagnose and resolve hardware and software issues, conducting research as necessary to identify solutions.
• Address printer and computer hardware/software problems, as well as manage the ordering, staging, and installation of new printers and computers when required.
• Provide technical assistance for desk phones and mobile devices, including setup, troubleshooting, repairs, and replacement of VOIP phones and mobile equipment.
• Conduct basic network troubleshooting and repairs, including creating and installing ethernet cables, terminating cables, and collaborating with the Network Administrator to address wired and wireless network challenges.
• Monitor, administer, and configure all LAN and WAN devices.
• Ensure backup systems and procedures function effectively, offering guidance in process implementation and improvement, and perform data restoration as needed.
• Availability for work outside regular business hours may be necessary (including being on call to support system outages or critical incidents).
• Must possess the ability to independently lift objects weighing up to 50 pounds.

Typically requires a bachelor's degree (or international equivalent) and 5+ years of relevant experience.

• Bachelor’s degree in MIS, Computer Science, or related field.

Typically requires overnight travel less than 10% of the time.

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