Senior Systems Engineer

• Provide senior-level technical assistance and support to VC3 clients
• Serve as an escalation point for Service Desk and Escalation teams
• Receive and respond to escalated service requests, incidents, and change requests
• Maintain accountability to lower-tier technical team members on complex escalations
• Own technical issues and drive resolution without further escalation
• Train and educate VC3 clients and users on technical standards, processes, hardware, and software
• Troubleshoot customer line-of-business applications, web browsers, Microsoft Office, network connectivity, DHCP, DNS, wireless networks, firewalls, switches, routers, VPN, RDS, Citrix, and operating systems
• Complete technical administrative tasks including malware removal, virtual server resource changes, and AD/365/application password resets
• Mentor lower-tier technical team members
• Identify recurring issues and initiate problem tickets
• Recommend improvements to supported hardware and software
• Engage vendors, third parties, and client subject matter experts during troubleshooting
• Maintain accurate timesheets and detailed troubleshooting and client communication notes
• Review tickets with the Team Lead and participate in team huddles, L10 meetings, one-on-ones, and other meetings
• Create and update documentation
• Attend monthly training and team meetings
• Participate in the on-call rotation one week every 3–4 months

• KPI goals consistently met in Systems Engineer II role
• 8+ years of relevant technical experience, or 2 years of experience in a Systems Engineer II role at VC3
• Strong knowledge of current IT concepts, issues, practices, methodologies, and trends
• Strong problem-solving and decision-making skills; ability to understand and analyze complex issues
• Self-motivated, detail oriented, highly organized, and able to manage varied responsibilities efficiently
• At least 8 years of relevant IT experience fully supporting and building customer environments
• At least 8 years of experience managing and working with Windows Server, Microsoft/Office 365, Active Directory, GPOs, routing and switching, firewalls, VPNs, virus and security, TCP/IP, DHCP, and DNS
• At least 5 years of experience with virtualization technologies including Hyper-V and VMware
• CCNA, VMware, or Microsoft 365/Azure certifications highly desired
• Must meet Criminal Justice Information Systems (CJIS) requirements post-employment
• Subject to criminal and department of motor vehicles background checks

Demonstrates extensive experience in technical support and troubleshooting, particularly with Windows Server, Microsoft/Office 365, Active Directory, and virtualization technologies. Proven ability to mentor team members, manage complex escalations, and maintain high standards of client communication and documentation.

• Windows Server Management
• Microsoft/Office 365 Support
• Active Directory Administration
• Virtualization Technologies (Hyper‑V, VMware)
• CCNA or Microsoft 365/Azure Certification

• Technical Support
• Troubleshooting
• Network Connectivity
• DHCP
• DNS
• Firewalls
• Switches
• Routers
• VPN
• RDS

• Problem‑Solving
• Decision‑Making
• Self‑Motivated
• Detail Oriented
• Highly Organized

• CCNA
• VMware Certification
• Microsoft 365/Azure Certification

• Criminal Justice Information Systems (CJIS)
• IT Concepts
• Service Desk
• Escalation Management
• KPI Goals

• Citrix
• Malware Removal Tools
• Virtual Server Management
• Client Communication Tools
• Documentation Software