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Form of workJob Description
Description
Key Responsibilities
Skills, Knowledge & Expertise
Additional info you will want to know:
Leveraging our standard technologies and process, coupled with our people and corporate structure, we deliver a unique end result for our customers. Our clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, less lost revenue and enhanced business agility.
The Senior Systems Engineer is primarily responsible for providing senior-level technical assistance and support to VC3 clients. In addition to this, the Senior Systems Engineer serves as an escalation point for our Service Desk and Escalation teams when an issue reaches beyond the scope of support provided by lower technical tiers.
In order to ensure an exceptional result, you will need to have a clear understanding of the challenges and opportunities our customers face and how our teams as a whole combine to deliver our promise. Providing services in a proactive, professional manner while ensuring key parties are kept informed is critical. We are a data driven company and analysis for decision making and overall strategy is ongoing.
Culture is an integral part of working at VC3. Our company DNA represent the most important values, the ones we live by:
Serve as One
“Serve as One” is the belief that together we are greater than the sum of our individuals, and that teamwork is essential to success.
Passionately Curious
“Passionately Curious” is about challenging the status quo, continual improvement, and constantly learning.
Own It
“Own IT” is about having the courage to do what’s right, resolve to take responsibility, and grit to cross the finish line.
Go Beyond
“Go Beyond” is taking that extra step to create moments that are unexpected but appreciated.
Our Just Cause - “Developing Growth-Minded People” - is about creating excitement and opportunity for those we work with to nurture their growth-mindset.
The “VC3 Way” is our set of people, process and technology, that produce a predictable result for our customers. You must be aware of, and maintain this standard, understanding that it is a living guide; Always updating and always changing based on influence from our team and the needs of our clients.
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
Additional Responsibilities:
- 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!
