Onsite Systems Engineer II US East Bravo

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
• Operate from a client location 100% of the time
• Serve as primary contact for all end user issues at assigned client; from passwords resets, application and hardware break-fixes, to procuring standard and specific hardware requirements
• Respond to, document, and prioritize walk in requests from users at assigned client
• Receive & respond to escalated service requests, incidents and change requests from other VC3 team members in a timely manner
• Maintain accountability to lower tier technical team members to assist with escalations that stretch beyond the tier 1 and/or tier 2 scope of support
• Provide mentorship to lower tier technical team members
• 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 
  • Remote access technologies including VPN, RDS, and Citrix 
  • Operating systems on servers, desktops, and laptops  
  • End user iOS and Android mobile devices 
  • Common peripherals such as printers 
• Complete technical administrative tasks such as: 
  • Virus/malware removal 
  • Add/remove/change virtual server resources 
  • AD/365/application password resets 
• Work closely with client business unit managers and IT users to assess organizational IT requirements and training needs and develop strategies to implement and support hardware and software tools 
• 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 peers and others 
• Where appropriate, escalate complicated issues to Tier 3 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 
• Attend monthly training & team meetings as required
• Participate in the on-call rotation (1 week every 3-4 months) 
• Additional duties as required

Additional information 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 a comprehensive benefit package and 401K/RRSP company matching