Systems Engineer I

Department: US East LimaLocation: Williston, VermontDescriptionThe Systems Engineer I is primarily responsible for providing mid-level technical assistance and support to VC3 clients. An additional Systems Engineer I role is to serve as an escalation point for our Service Desk teams when a higher level technical expertise is required in running diagnostic programs, isolating problems, and determining and implementing solutions within a moderate scope of support, as well as mentoring and assisting junior technicians.Our PeopleOur team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values — Passionately Curious, Own It, Go Beyond, and Serve as One — we're here to create something extraordinary together.Our Core FocusOur team members play a pivotal role in our focus: Serving those who serve with technologies for today and tomorrow that make life safe and simple. With nearly 30 years of specialized expertise, our team goes beyond conventional boundaries, delivering tailored managed services and cybersecurity solutions to our clients.Your GrowthWe are a growth minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, VC3 offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.Key ResponsibilitiesUnderstand 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 standardsReceive & respond to escalated service requests, incidents and change requests in a timely mannerTrain and educate VC3 clients on technical standardsTroubleshoot and resolve issues with:Customer line-of-business (LOB) applications and common applications like web browsers and Microsoft OfficeGeneral network connectivity including ISPCommon networking technologies such as DHCP and DNSWireless network performance and accessibilityRemote access technologies including VPN, RDS, and CitrixOperating systems on servers, desktops, and laptops Complete technical administrative tasks such as:Virus/malware removalAdd/remove/change virtual server resourcesAD/365/application password resetsIdentify recurring issues and initiate problem tickets for themMake recommendations for improvements of supported hardware and softwareEngage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting processAdditional ResponsibilitiesMaintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clientsReceive mentoring and feedback from Tier 2 Peers, Tier 3, and othersWhere appropriate, escalate complicated issues to Tier 3 or other appropriate teamsReview Tickets with Team LeadActively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team MeetingsCreate and update documentation when changes or occur, or when discoveries are made Educate users on Process, Hardware, and SoftwareAnswer Incoming Service Desk phone calls and chatsAttend monthly training & team meetings as required.Participate in the on-call rotation (1 week every 3-4 months)Additional duties as requiredSkills, Knowledge And ExpertiseKPI goals consistently met in Service Technician I or II roles.2+ years relevant technical experience is required OR 6 months experience in Service Technician I or II roles at VC3.Microsoft 365 or Azure certification highly desiredGood problem solving and decision-making skills; ability to understand and analyze complex issuesSelf-motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level of qualityAt least 2 years relevant IT experience fully supporting and building customer environments.At least 2 years' experience managing & working with the following technologies:Windows ServerMicrosoft/Office 365Active DirectoryGPOsVirus and SecurityTCP/IPDHCPDNSAt least 2 years' experience with virtualization technologies:Hyper-VVMWareAdditional Information You Will Want To KnowMinimal travel is expected, however some is possibleApplicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employmentVC3 offers a comprehensive benefit package and 401K/RRSP company matchingThank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.