Job Description
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.
- Receive & respond to escalated service requests, incidents and change requests in a timely manner
- Maintain accountability to lower tier technical team members to assist with escalations that stretch beyond the tier 1, tier 2, and/or tier 3 scope of support.
- Own technical issues and drive resolution without assistance or further escalation.
- Train and educate VC3 clients on technical standards.
- Troubleshoot and resolve issues 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
- Firewalls, switches, and routers
- Remote access technologies including VPN, RDS, and Citrix
- Operating systems on servers, desktops, and laptops
- Complete technical administrative tasks such as:
- Virus/malware removal
- Add/remove/change virtual server resources
- AD/365/application password resets
- Provide mentorship to lower tier technical team members.
- Identify recurring issues and initiate problem tickets for them.
- Make recommendations for improvements of supported hardware and software.
- Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process
- Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
- Receive mentoring and feedback from Tier 4 Peers and others
- 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
- Attend monthly training & team meetings as required.
- Participate in the on-call rotation (1 week every 3-4 months)
Skills, Knowledge & Expertise
- KPI goals consistently met in Systems Analyst/Engineer II role.
- 8+ years relevant technical experience is required OR 2 years experience in Systems Analyst/Engineer II role at VC3.
- CCNA, VMware, or Microsoft 365/Azure certifications highly desired
- Strong knowledge of current IT concepts, issues, practices, methodologies, and trends
- 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 8 years relevant IT experience fully supporting and building customer environments.
- At least 8 years’ experience managing & working with the following technologies:
- Windows Server
- Microsoft/Office 365
- Active Directory
- GPOs
- Routing and Switching
- Firewalls
- VPNs
- Virus and Security
- TCP/IP
- DHCP
- DNS
- At least 5 years’ experience with virtualization technologies:
- Hyper-V
- VMWare
Additional info you will want to know:
- Minimal travel is expected, however some is possible.
- 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.
- VC3 offers great benefits, including:
- National health insurance coverage with two plan options
- FSA (flexible spending account) for health and/or dependent care
- HSA (health savings account)
- Vision and dental plans for you and your dependents
- 100% company paid basic life and long-term disability insurance
- 401k with a company match
- And more!