Support Analyst - Onsite

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 I - Onsite

Level: Entry-Level

Reports To: Service Desk Team Lead

About the Role

The Support Analyst I - Onsite role provides Tier 1 support to clients, addressing and resolving desktop hardware, software, and peripheral issues while maintaining recurring onsite commitments to designated client(s). As a key part of the support team, this role works directly with clients to ensure efficient and effective problem resolution. The Support Analyst I - Onsite collaborates closely with the Service Desk Team Lead and other team members supporting tactical and operational needs specific to each client environment. This position is essential for maintaining high levels of client satisfaction by delivering effective solutions, clear communication, and setting reasonable expectations.

Accountabilities

Client Support and Service Delivery

• Provide direct, onsite Tier 1 support to clients, addressing and resolving desktop, application, and peripheral issues in a timely manner.
• Maintain recurring onsite commitments to static clients, serving as an onsite technical resource for immediate client needs.
• Build and maintain strong client relationships, ensuring a thorough understanding of each client’s environment and requirements.
• Manage client IT systems in line with service level agreements (SLAs) and standard operating procedures (SOPs).
• Update and maintain customer documentation to support consistent, high-quality service.
• Track and update support tickets in real-time within Network Coverage’s ticketing system.
• Maintain a daily 80% billable rate while managing onsite tickets and providing remote assistance as required.
• Perform additional tasks and responsibilities as directed by the Service Desk Team Lead or Service Desk Manager to meet NetCov’s operational objectives.

Infrastructure Management and Optimization

• Perform routine checks and updates on client hardware and systems if onsite, addressing potential issues proactively.
• Collaborate with the managed services team to identify client trends and recommend proactive solutions when necessary.
• Contribute to team knowledge by producing and updating technical documentation related to client systems as needed.

Client Communication and Continuous Improvement

• Maintain clear and professional communication with clients, setting expectations and providing updates on ticket progress.
• Identify opportunities to enhance service efficiency, implement best practices and process improvements where possible.
• Respond to customer inquiries and complaints promptly and professionally, addressing issues onsite whenever feasible.
• Stay informed on industry advancements and continuously enhance technical skills to improve support quality.

Knowledge, Skills, and Abilities (KSAs) Required

Technical Expertise:

• Foundational understanding of IT infrastructures, including client/server models, Windows and Mac OS, network protocols, virtualization, and endpoint security.
• Proficiency with Microsoft client operating systems, Active Directory, DNS, DHCP, Exchange/Office 365, and core desktop applications.
• Familiarity with LAN/WAN connectivity, firewalls, and wireless network solutions.

Problem-Solving and Time Management:

• Ability to diagnose and resolve basic technical issues quickly and effectively within an onsite environment.
• Experience with troubleshooting tools and techniques for endpoint and peripheral devices.
• Strong organizational skills with the ability to prioritize tasks effectively in line with client needs and SLAs.

Communication and Interpersonal Skills:

• Excellent verbal and written communication abilities for effectively explaining technical issues to non-technical stakeholders.
• Active listening skills to fully understand and address client issues.
• High attention to detail for accurate documentation and record-keeping.

Technical Competencies

Qualifications and Experience:

• Associate’s Degree in Information Technology, Computer Science, Network Administration, or a related field (or equivalent work experience).
• 1-3 years of relevant IT support experience, particularly in roles involving client interaction and hands-on troubleshooting.
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft MCP, Cisco CCNA) are desirable.

Role Logistics

• This is a full-time position
• This position will require participation in a recurring predetermined on-call rotation.
• This position may require travel and recurring visits to client offices where locations will vary. Reliable transportation is required.
• This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary.