NCV HOLDCO LLC

Plan, implement, and support client projects including network upgrades, server migrations, and cloud transitions as a primary technical lead. | 3–5 years hands-on experience in systems and network engineering within MSP or multi-client environment with proficiency in networking, virtualization, cloud platforms, and relevant certifications or degree. | COMPANY OVERVIEW At NetCov, we specialize in delivering cutting-edge IT and cybersecurity solutions designed to protect and optimize the digital infrastructure for the industries we serve. We differentiate ourselves from our competition through our deep and intimate knowledge of our customers’ business.  ABOUT THE ROLE As a key member of the Project Services Team, the System Engineer plays a central role in delivering a white-glove onboarding and project experience for NetCov clients. This position is ideal for a hands-on technologist who thrives on variety — working across on-premises infrastructure, hybrid environments, and cloud platforms such as Azure, AWS, and Microsoft 365. The System Engineer collaborates closely with clients, project managers, and internal teams to ensure flawless execution, technical excellence, and superior client satisfaction. This individual combines technical depth with strong communication skills to lead successful deployments, resolve complex issues, and continuously improve client environments. The role offers significant opportunities for professional growth within a high-performance, client-centric organization. ACCOUNTABILITIES * Plan, implement, and support a variety of client projects, including network upgrades, server migrations, firewall and switch configurations, virtualization, and Office 365 and Azure migrations. * Collaborate with clients and third-party vendors to coordinate application upgrades, integrations, and transitions. * Create and maintain thorough, standardized documentation of client environments. * Ensure projects are executed efficiently, on schedule, and aligned with NetCov’s quality standards. * Serve as the primary technical lead during onboarding and offboarding engagements, ensuring delivery and technical expertise throughout the process. * Partner with the Project Manager to manage expectations, provide timely updates, and resolve challenges with professionalism and empathy. * Deliver exceptional technical outcomes and ensure high levels of client satisfaction through every engagement. * Serve as an escalation point for challenging technical issues that present themselves to System Specialists or other non-engineering resources during customer projects. * Attend meetings with other technical company resources to solve immediate emergencies, threats, or outages. * Collaborate with team members to ensure projects are handled appropriately. * Participate in cross-department meetings to provide high-level technical solutions. * Other duties as assigned KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED * Experience: 3–5 years of hands-on experience in systems and network engineering, preferably within an MSP or multi-client environment. * Technical Expertise: Strong understanding of networking, virtualization, and cloud technologies (Microsoft 365, Azure, AWS). * Systems Administration: Proficient in managing Windows and/or Linux servers, Active Directory, and related infrastructure. * Networking: Proficient of how to configure and troubleshoot routers, switches, firewalls, and wireless technologies (Fortinet, Meraki, etc.). * Problem-Solving: Excellent analytical and troubleshooting skills with a calm, structured approach under pressure. * Documentation: Ability to produce accurate, detailed technical documentation for both client and internal use. * One associate- or mid-level certification, or completion of a relevant certification within 90 days of hire; an IT or Computer Science degree may substitute this requirement. Why work at Netcov? * Innovative Solutions: Work with cutting-edge cybersecurity and IT services tailored to the financial sector’s evolving needs. * Competitive Compensation: Competitive base salary plus performance-based incentives and commissions. * Professional Growth: Access to continuous training, career development, and opportunities for advancement within a rapidly growing company. * Collaborative Culture: Join a team of passionate professionals who work together to solve complex challenges and deliver exceptional service to our clients. Role Logistics * This is a full-time, exempt position * This position may require travel to client or company offices where locations will vary.

Provide advanced IT managed services and technical support while leading and mentoring junior staff. | 10+ years IT experience with server, cloud, and network proficiency plus leadership skills. | Company Overview At NetCov, we specialize in delivering cutting-edge IT and cybersecurity solutions designed to protect and optimize the digital infrastructure for the industries we serve. We differentiate ourselves from our competition through our deep and intimate knowledge of our customers' business. ABOUT THE ROLE  The Senior Service Desk Engineer role is instrumental in delivering premium IT managed services to our clients. Their expertise in technical, analytical and leadership skills will be crucial in ensuring the stability, security and optimal performance of clients’ IT infrastructures. This individual has extensive technical and industry knowledge to help drive fast and efficient technical resolutions for their clients as well as helping define technical best practices across the entire Service Desk. The Senior Service Desk Engineer will be assigned a primary team with a defined client base, but will also contribute to other areas of operations as needed. They are a core member of Service Operations Leadership tasked with the creation and execution of high level strategic initiatives within the Service Operations Department. This role works closely with a team of IT professionals to manage, maintain and improve complex IT systems, offering advanced troubleshooting support to clients and technical direction to supporting team members. As a senior resource, they will be relied upon to provide mentorship and guidance to their team members as well as team members across service desk.  ACCOUNTABILITIES CLIENT SUPPORT AND SERVICE DELIVERY * 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. 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 engineers and support teams to identify client trends TECHNICAL LEADERSHIP, MENTORSHIP AND COACHING * Key member of Service Operations Leadership and expected to attend and contribute to meetings and associated workflows and obligations. * As a member of the Service Operations Leadership(SOL), they are responsible for execution on assigned initiatives and objectives defined by the SOL group. * 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 CONTINUOUS IMPROVEMENT AND INNOVATION * 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 KNOWLEDGE, SKILLS, AND ABILITIES (KSAS) REQUIRED TECHNICAL EXPERTISE: * 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 PROBLEM-SOLVING SKILLS: * Strong analytical skills to identify root causes and spot trends * Ability to efficiently diagnose and resolve complex technical issues * Experience with various troubleshooting tools and techniques COMMUNICATION AND INTERPERSONAL SKILLS: * Excellent verbal and written communication abilities * Capacity to explain technical concepts and solutions to non-technical stakeholders * Capable of staying composed and providing successful resolutions in high-impact scenarios. LEADERSHIP AND MENTORSHIP: * Strong collaboration skills for working with cross-functional teams. * Proven ability to lead and mentor a team of engineers * Commitment to continuous learning and professional development QUALIFICATIONS AND EXPERIENCE: * Bachelor's degree or Associate’s degree in Information Technology, Computer Science, Network Administration or related business field. * 10+ years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position. * Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly 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 to client offices where locations will vary. * This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary.

Manage incoming support requests, prioritize tickets, monitor SLAs, and communicate with clients. | Associate degree and 3+ years IT experience with strong technical and communication skills. | About the Role  Service Desk Coordinators play a critical role in providing excellent customer service and helping coordinate incoming support tickets, monitoring service level agreements (SLAs) and tech dispatches. The Service Desk Coordinator is passionate about building relationships, problem solving, and working across teams within NetCov to provide an exceptional experience for our client.  Accountabilities Coordination * Manage incoming support requests via phone, email, and ticketing system. * Prioritize and assign tickets to appropriate technicians based on skillset and urgency. * Monitor ticket resolution times and ensure adherence to SLAs. * Track and report on key performance indicators (KPIs) related to help desk performance. * Help the Service Desk Manager by assisting with tech workload assignments to make sure they have a balanced ticket count across the team. * Participate in daily and weekly recurring team huddles, raising up any trends / concerns / roadblocks.  * Coordinate field tech dispatches, validating onsite times and hardware needed. * Cover across as a backup resource for Team Leads and other management rolls when required. Customer Service * Ensure that all customer inquiries and complaints are addressed promptly and professionally. * Build and maintain positive relationships with end-users. Service Delivery and Quality Assurance * Ensure NetCov has updated customer documentation needed to provide best-in-class support. * Works closely with the Team Leads, Service Desk Coordinators and Manager to stay ahead of client trends and team metrics. * Helps oversee the effective resolution of incidents and problems, ensuring timely escalation and follow-up. * 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. Incident and Problem Management * Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed. * Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalate challenges related to identified critical support KPIs to dedicated Team Lead and Service Desk Manager. Knowledge, Skills, and Abilities (KSAs) Required Technical Expertise: * Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security * Proficiency with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office highly desired * Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless  Communication and Interpersonal Skills: * Excellent verbal and written communication abilities * Active listening skills to fully understand client issues and concerns * High attention to detail to ensure accurate record-keeping Technical Competencies  Criteria for Success * Associates Degree in Information Technology, Computer Science, Network Administration or related business field is highly desirable. * 3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position. * Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable.  * A people person who is an effective communicator * Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information. Role Logistics * This is a full-time position * The schedule for this position will be Monday to Friday from 11:00AM to 8:00PM EST * This position may require travel to client offices where locations will vary. * This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary. Shift Schedule: Monday to Friday from 11:00AM to 8:00PM EST