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Form of workJob Description
Description
Key Responsibilities
Skills, Knowledge and Expertise
Additional information you will want to know:
The Field Engineer I is responsible for providing mid-level technical assistance and support to VC3 clients. This support is primarily performed at client sites when issues require a physical presence.
Our People:
Our team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values — Passionately Curious, Own It, Go Beyond, and Serve as One — we’re here to create something extraordinary together.
Our Core Focus:
Our team members play a pivotal role in our focus: Serving those who serve with technologies for today and tomorrow that make life safe and simple. With nearly 30 years of specialized expertise, our team goes beyond conventional boundaries, delivering tailored managed services and cybersecurity solutions to our clients.
Your Growth:
We are a growth minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, VC3 offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.
Key Responsibilities
- Understand and follow “The VC3 Way”. This is our set of standards and processes that produce a predictable result for the customer. You must be aware of and maintain our standards
- Have full-time access to a vehicle, a valid driver’s license, and no driving restrictions. Maintain business-class insurance for the vehicle if residing in Canada
- Drive to clients’ offices as required by remote staff
- Maintain close adherence to their schedule and inform the Service Coordinator if they are unable to be at their scheduled appointment at the appropriate time
- Set up new computer hardware, software, and peripherals
- Train and educate VC3 clients on technical standards
- Troubleshoot and resolve issues that require an onsite presence with:
- Customer line-of-business (LOB) applications and common applications like web browsers and Microsoft Office
- General network connectivity including ISP
- Common networking technologies such as DHCP and DNS
- Wireless network performance and accessibility
- Remote access technologies including VPN, RDS, and Citrix
- Operating systems on servers, desktops, and laptops
- Common peripherals such as printers
- Identify recurring issues and initiate problem tickets for them
- Make recommendations for improvements of supported hardware and software
- Engage remote technicians, vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process
Additional Responsibilities:
- Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
- Receive mentoring and feedback from peers and others
- Where appropriate, escalate complicated issues to a more senior resource or other appropriate teams
- Review Tickets with Team Lead
- Actively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings
- Create and update documentation when changes or occur, or when discoveries are made
- Educate users on Process, Hardware, and Software
- Answer Incoming Service Desk phone calls and chats when not at a client site
- Attend monthly training & team meetings as required
- Participate in the on-call rotation (1 week every 3-4 months)
- Additional duties as required
Skills, Knowledge and Expertise
- KPI goals consistently met in Service Technician I or II roles
- 1-2 years relevant technical experience is required OR 6 months experience in Service Technician I or II roles at VC3
- Microsoft 365 or Azure certifications highly desired
- Good problem solving and decision-making skills; ability to understand and analyze complex issues
- Self-motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level of quality
- At least 2 years relevant IT experience fully supporting and building customer environments
- At least 2 years’ experience managing & working with the following technologies:
- Windows Client Operating Systems (7, 8, 10, 11)
- Windows Server
- Microsoft/Office 365
- Virus and Security
- TCP/IP
- DHCP
- DNS
Additional information you will want to know:
- Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment
- Day travel required
- Valid Drivers license required
