Service Desk Engineer

VersaTrust specializes in delivering cutting-edge IT and cybersecurity solutions. The Service Desk Engineer I role is crucial for providing premium IT managed services, ensuring the stability and security of clients' IT infrastructures while offering advanced troubleshooting support and technical direction to team members.

Responsibilities:

• Timely and effective resolution of client issues and service requests
• Act as a primary technical resource for the team, ensuring service needs are met
• Develop and maintain strong relationships with both clients and team members
• Manage client IT systems and adhere to service level agreements
• Execute on root-cause analysis as 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 NetCov operations
• Monitor and optimize client systems for efficient performance, reliability and security
• Produce and update technical documentation for client systems and team training
• Collaborate with engineers and support teams to identify client trends
• Provide technical leadership and guidance to the managed services team members
• Foster a collaborative knowledge-sharing environment within the team
• Identify training opportunities within the team and provide feedback as needed
• Remain updated on emerging technologies and industry trends
• Identify innovative solutions to enhance service delivery
• Recognize opportunities to enhance process efficiency, business security and implement best practices

Requirements:

• 5-7 years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position
• Bachelor's degree or Associate's degree in Information Technology, Computer Science, Network Administration or related business field
• Advanced Technical knowledge of current IT infrastructures including servers, networks, virtualization, cloud systems and security
• Proficiency with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies and Exchange/Office 365
• Experience with LAN/WAN connectivity designs, firewalls, switching and wireless
• Management of cloud systems including AWS, Azure and Office 365
• Experience with various troubleshooting tools and techniques
• Strong problem-solving and analytical abilities, with a focus on innovation and continuous improvement
• Excellent communication and presentation skills
• Capacity to explain technical concepts and solutions to non-technical stakeholders
• Capable of staying composed and providing successful resolutions in high-impact scenarios
• Strong collaboration skills for working with cross-functional teams
• Proven ability to lead and mentor a team of engineers
• Ability to thrive in a fast-paced, dynamic environment with a collaborative mindset
• Commitment to continuous learning and professional development
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable