Description
Leveraging our standard technologies and process, coupled with our people and corporate structure, we deliver a unique end result for our customers. Our clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, less lost revenue and enhanced business agility.
The Field Analyst/Engineer I is responsible for providing mid-level technical assistance and support to VC3 clients. This support is primarily performed at client sites when issues require a physical presence.
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.
Culture is an integral part of working at VC3. Our company DNA represent the most important values, the ones we live by:
Serve as One
“Serve as One” is the belief that together we are greater than the sum of our individuals, and that teamwork is essential to success.
Passionately Curious
“Passionately Curious” is about challenging the status quo, continual improvement, and constantly learning.
Own It
“Own IT” is about having the courage to do what’s right, resolve to take responsibility, and grit to cross the finish line.
Go Beyond
“Go Beyond” is taking that extra step to create moments that are unexpected but appreciated.
Our Core Focus - “Developing Growth-Minded People” - is about creating excitement and opportunity for those we work with to nurture their growth-mindset.
The “VC3 Way” is our set of people, process and technology, that produce a predictable result for our customers. You must be aware of, and maintain this standard, understanding that it is a living guide; Always updating and always changing based on influence from our team and the needs of our clients.
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
Additional Responsibilities:
- 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!