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VC3 · 18 hours ago

IT Senior Systems Engineer

United States

Full-time

Remote

Senior Level, Lead/Staff

8+ years exp

VC3 is a company that offers Managed IT Services and has over 25 years of experience in providing Information Technology Solutions. The Senior Systems Engineer is responsible for providing senior-level technical assistance and support to clients, serving as an escalation point for service desk issues and ensuring the resolution of technical challenges.

Information TechnologyPrivate CloudSoftwareWeb DesignWeb Hosting

Culture & Values

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)

Additional duties as required

Qualification

CCNAVMwareMicrosoft 365/AzureWindows ServerActive DirectoryRoutingSwitchingFirewallsVPNsTCP/IPDHCPDNSHyper-VHighly organizedProblem solvingDecision-makingSelf-motivatedDetail oriented

Required

8+ years relevant technical experience is required OR 2 years experience in Systems Engineer II role at VC3

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

KPI goals consistently met in Systems Engineer II role