Role Description The Service Desk Specialist 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 Service Desk Specialist 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. Responsibilities and Duties - Provide direct, Tier 1 support to clients, addressing and resolving desktop, application, and peripheral issues in a timely manner. - 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. - 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 whenever feasible. - Stay informed on industry advancements and continuously enhance technical skills to improve support quality. Qualifications - 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. Soft Skills - 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. - 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. Certifications (Optional) - 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. Good to Have - Experience with the US IT industry or US client support. Benefits - 13th Month Pay - Competitive Salary (USD Based) - Permanent WFH - Professional Growth and Training - Supportive Work Environment

Role Description - Provides excellent customer service to all customers. - Fields incoming help requests from end users via a variety of intakes (phone, walkup, email, etc). - Documents all pertinent end user identification information, including name, department, contact information, and nature of request or incident. - Records, tracks, and documents the Incidents and requests in the ticketing tool. Ensure all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket. - Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. - Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. - Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. - Evaluate documented resolutions and analyze trends for ways to prevent future problems. - Identifies and escalates critical incidents. - Ability to work flexible schedules, including day and mid/swing shifts. Qualifications - HS Diploma or equivalent required. - Relative work experience. - COMP TIA A+ preferred. Requirements - Working knowledge of computer systems and web browsers, with the ability to troubleshoot common technical issues. - Strong written and oral communication skills. - Interpersonal skills, with a focus on rapport-building, listening, and questioning skills. - Strong documentation skills. - Ability to absorb and retain information quickly. - Experience supporting VOIP telecom devices. - Basic knowledge of network routing and protocols. - Ability to present ideas in user-friendly language. - Highly self-motivated and directed. - Keen attention to detail. - Analytical and problem-solving abilities. - Ability to prioritize and execute tasks in a high-pressure environment. Benefits - Medical and dental care benefits. - 401k. - PTO. - Parental leave. - Bereavement leave.

• Responsible for delivery of assigned client SLA’s • Daily responsibility for the performance of repairers within an assigned area • Onboarding network repairers as required to provide optimal coverage and repair capacity • Managing operational performance of repairers across the Network Operations Team • Managing systems as appropriate to ensure delivery of data and performance metrics • Ensuring repairers complete all data requirements for the successful completion of repairs and subsequent reporting • Ensuring repairers meet all requirements of the business regarding compliance and documentation • Develop and initiate strategies to improve repairer performance including the use of balance scorecard and action plans • Build and maintain strong relationships with repairers • Attend meetings and provide positive input into client review meetings and client liaison • Enhance the business profile with repairers inside and outside the repair network • Manage and assist in customer complaint resolution • Attend internal and external meetings as required.

Lead and develop Revenue Operations, manage personnel, optimize sales processes, and enhance forecasting accuracy while partnering cross-functionally to drive operational efficiencies and support strategic planning for revenue growth.