Systems Engineer l Service Delivery

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 
• 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 
  • 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 
• 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 2 Peers, Tier 3, 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 
• Answer Incoming Service Desk phone calls and chats 
• Attend monthly training & team meetings as required. 
• Participate in the on-call rotation (1 week every 3-4 months) 
• Additional duties as required