Field Systems Engineer II

2 weeks ago

Charleston, West Virginia, United States VC3 Full time
Position Overview

The Field Systems Engineer II plays a crucial role in delivering onsite mid-level technical support and assistance to designated VC3 clients. This position involves executing diagnostic assessments, identifying issues, and implementing effective solutions within a defined support framework.

Our Team Culture:

We pride ourselves on a collaborative and positive work environment, committed to achieving collective success. Our ethos of transparency fosters open communication, ensuring that every team member's input is valued. Guided by our core principles — Passionately Curious, Own It, Go Beyond, and Serve as One — we strive to create exceptional outcomes together.


Core Mission:

Our team is dedicated to serving those who serve, providing innovative technologies that enhance safety and simplicity in everyday operations. With nearly three decades of specialized experience, we transcend traditional boundaries, offering customized managed services and cybersecurity solutions tailored to our clients' needs.


Professional Development:

As a growth-oriented organization, we prioritize the development of our team members, offering a wealth of opportunities for career progression. Our commitment to being Passionately Curious fosters a dynamic learning atmosphere, emphasizing hands-on experiences and structured development programs that encourage continuous learning and career advancement.


Key Responsibilities:
  • Adhere to and promote "The VC3 Way," our established standards and processes designed to ensure consistent results for our clients.
  • Provide support directly at client locations.
  • Act as the primary contact for all end-user inquiries, addressing issues ranging from password resets to hardware malfunctions.
  • Document and prioritize incoming requests from users.
  • Respond to escalated service requests and incidents from fellow VC3 team members promptly.
  • Guide lower-tier technical staff in resolving escalated issues.
  • Mentor junior technical team members.
  • Troubleshoot and resolve a variety of technical issues, including:
    • Line-of-business applications and common software like web browsers and Microsoft Office.
    • Network connectivity challenges.
    • Networking technologies such as DHCP and DNS.
    • Wireless network performance.
    • Remote access technologies, including VPN and Citrix.
    • Operating systems across servers, desktops, and laptops.
    • Mobile devices running iOS and Android.
    • Common peripherals like printers.
  • Perform technical administrative tasks, including:
    • Virus and malware removal.
    • Adjusting virtual server resources.
    • Password resets for AD/365 and applications.
  • Collaborate with client business unit managers to assess IT requirements and training needs.
  • Identify recurring issues and initiate problem tickets.
  • Recommend improvements for hardware and software.
  • Engage with vendors and subject matter experts as necessary during troubleshooting.
Additional Duties:
  • Maintain accurate timesheets and detailed records of troubleshooting efforts.
  • Receive mentorship and constructive feedback from peers.
  • Escalate complex issues to Tier 3 or other relevant teams as needed.
  • Participate in team meetings and contribute to team discussions.
  • Update documentation to reflect changes or new findings.
  • Educate users on processes, hardware, and software.
  • Attend required training sessions and team meetings.
  • Participate in the on-call rotation as scheduled.
  • Perform additional duties as assigned.

Qualifications:
  • Consistent achievement of KPI goals in the Onsite Systems Engineer I role.
  • A minimum of 5 years of relevant technical experience or 2 years in the Onsite Systems Engineer I role at VC3.
  • Preferred certifications in Microsoft 365 or Azure.
  • Strong problem-solving and decision-making abilities.
  • Self-motivated, detail-oriented, and highly organized.
  • At least 5 years of experience in supporting and building customer environments.
  • Proficient in managing technologies such as:
    • Windows Server.
    • Microsoft/Office 365.
    • Active Directory.
    • Group Policy Objects (GPOs).
    • Security measures.
    • TCP/IP, DHCP, and DNS.
  • At least 3 years of experience with virtualization technologies like Hyper-V and VMware.

Additional Information:
  • Minimal travel may be required.
  • Successful candidates will undergo background checks as part of the hiring process.
  • VC3 offers a comprehensive benefits package and a 401K/RRSP with company matching.
Thank you for considering a career with VC3. We value all applications; however, only candidates selected for interviews will be contacted.

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