What are the responsibilities and job description for the Support Analyst II Dedicated position at NetCov?
Job description
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.
What the role is :
Support Analyst II - Dedicated
Division - Center - Team : Service Operations – Service Desk
Reporting to : Service Desk Lead
About the Role
The Support Analyst II - Dedicated role provides Tier 2 support to clients, addressing and resolving hardware, software, network and security issues, while maintaining recurring onsite commitments to static client(s). A part of a dynamic support team, this role collaborates with other support roles to ensure efficient problem resolution in a timely manner, aids in escalation management by handling lower-level escalations, and works with their Team Lead and team members across departments to help drive tactical and strategic operational items related to their assigned client(s). These contributions are key to maintaining high levels of customer satisfaction by delivering effective solutions, clear communication and setting reasonable expectations. This position is crucial for ensuring smooth and efficient operation of our clients' IT systems.
Accountabilities
Client Support and Service Delivery
Timely and effective resolution of Tier 2 server, desktop and application service requests
Act as a supportive technical resource for the team to ensure service needs are met
Develop and maintain strong relationships with your assigned client(s) and team members
Manage client IT systems and adhere to service level agreements
Assist with root-cause analysis if directed.
Support other NetCov clients in addition to the dedicated client assignment as determined by NetCov operational need.
Perform additional tasks and responsibilities as assigned by your manager, which may consist of duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
Ensure NetCov has updated customer documentation needed to provide best-in-class support
Maintain a daily 85% billable rate working tickets and answering phone calls.
Potential for on-sites at customer offices, which would be directed by the Team Lead as the team need arises
Real time tracking and updates of support tickets in Network Coverage's ticketing system.
Infrastructure Management and Performance Optimization
- Monitor and optimize client systems for efficient performance, reliability and security
- Produce and update technical documentation for client systems and team training
- Collaborate with the managed services team to identify client trends
Client Communication and Continuous Improvement
Maintain clear client communication and set expectations on active support inquiries
Identify opportunities to enhance process efficiency and implement best practices
Remain updated on industry advancements and enhance technical skills
Ensure that all customer inquiries and complaints are addressed promptly and professionally.
Knowledge, Skills, and Abilities (KSAs) Required
Technical Expertise :
Problem-Solving and Time Management :
Communication and Interpersonal Skills :
Technical Competencies
Qualifications and Experience :
Role Logistics
Salary : $59,000 - $80,000
