Senior Systems Engineer

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

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

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)

Additional duties as required

KPI goals consistently met in Systems Engineer II role

8+ years relevant technical experience is required OR 2 years experience in Systems 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

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

Hyper-V

VMWare