Senior Systems Engineer

Department: Service Delivery

Employment Type: Full Time

Location: Madison, Wisconsin

Reporting To: Margret Jenkins

Description

The Senior Systems Engineer is primarily responsible for providing senior-level technical assistance and support to VC3 clients. In addition to this, the Senior Systems Engineer serves as an escalation point for our Service Desk and Escalation teams when an issue reaches beyond the scope of support provided by lower technical tiers.

In order to ensure an exceptional result, you will need to have a clear understanding of the challenges and opportunities our customers face and how our teams as a whole combine to deliver our promise. Providing services in a proactive, professional manner while ensuring key parties are kept informed is critical. We are a data driven company and analysis for decision making and overall strategy is ongoing.

What you will be doing:

• 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

Additional Responsibilities:

• 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

What you bring:

• KPI goals consistently met in Systems Engineer II role
• 8+ years relevant technical experience is required OR 2 years experience in Systems Engineer II role at VC3
• CCNA, VMware, or Microsoft 365/Azure certifications highly desired
• 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

What's in it for you:
• Well-being & Support - Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being, from mental health and leave support through our Employee and Family Assistance Program, to financial wellness through company-matched 401(k)/RRSP plans. Whether it's today's needs or tomorrow's goals, we've got you covered.
• Grow with Us - Whether you're just getting started or ready to take the next step, we are committed to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to support internal mobility.
• People-First Culture - We live our values, support each other, and create a space where everyone belongs. We have a common goal of doing work that matters, with autonomy, recognition, and a mission to serve those who serve.
• Transparent Leadership - From open communication to clear company goals, our leaders are involved, and our managers are here to support your growth every step of the way.

Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment