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IT Field Engineer I
1 month ago
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.
- Have full-time access to a vehicle, a valid driver’s license, and no driving restrictions. Maintain business-class insurance for the vehicle if residing in Canada.
- Drive to clients’ offices as required by remote staff.
- Maintain close adherence to their schedule and inform the Service Coordinator if they are unable to be at their scheduled appointment at the appropriate time.
- Set up new computer hardware, software, and peripherals.
- Train and educate VC3 clients on technical standards.
- Troubleshoot and resolve issues that require an onsite presence 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
- Common peripherals such as printers
- Identify recurring issues and initiate problem tickets for them.
- Make recommendations for improvements of supported hardware and software.
- Engage remote technicians, 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 a more senior resource 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 when not at a client site
- Attend monthly training & team meetings as required.
- Participate in the on-call rotation (1 week every 3-4 months)
Skills, Knowledge & Expertise
- KPI goals consistently met in Service Technician I or II roles.
- 1-2 years relevant technical experience is required OR 6 months experience in Service Technician I or II roles at VC3.
- Microsoft 365 or Azure certifications highly desired
- 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 2 years relevant IT experience fully supporting and building customer environments.
- At least 2 years’ experience managing & working with the following technologies:
- Windows Client Operating Systems (7, 8, 10, 11)
- Windows Server
- Microsoft/Office 365
- Virus and Security
- TCP/IP
- DHCP
- DNS
Additional info you will want to know:
- Travel Requirements: day travel often
- Work Schedule: Must participate in paid 7×24 rotation; scheduled work after hours and on weekends
- Applicant selected will be subject to a criminal, credit, and department of motor vehicles background checks and must meet eligibility requirements for access to classified information
- VC3 offers great benefits, including:
- National health insurance coverage with two plan options
- FSA (flexible spending account) for health and/or dependent care
- HSA (health savings account)
- Vision and dental plans for you and your dependents
- 100% company paid basic life and long-term disability insurance
- 401k with a company match
- And more
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