Field Engineer

• Drive to client sites as scheduled while adhering to appointment schedules and promptly communicating any delays to the Service Coordinator
• Install and set up new computer hardware, software and peripherals
• Troubleshoot and resolve onsite issues related to workstations and printers
• Collaborate with VC3 technical staff as onsite support for connectivity issues including ISPs, wireless networks, DHCP, DNS, and remote access technologies including VPN, RDS and Citrix
• Educate and guide VC3 clients on technical standards and best practices
• Identify recurring issues and initiate problem tickets for them
• Make recommendations to the VC3 team for improvements of supported hardware and software
• Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
• Participate in the on-call rotation (1 week every 3-4 months)
• Additional duties as assigned

IT Field Engineer I

Manager

• Act as an escalation point for critical client issues, communicate and manage communication with customers as needed.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Responsible for the scheduling, time and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed.
• Review and manage service backlog to ensure services are being correctly scheduled, prioritized and moving through the system as desired.
• Proactive issue trending and data reporting for the improvement of key metrics.
• Manage team performance and tools to meet or exceed SLOs.
• Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance.
• Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance.
• Perform employee reviews, manage headcount, hiring and overall HR management for your team. Build a culture of continuous improvement via feedback, coaching and staff development.
• Provide timely responses and guidance to client requests, either directly if needed or via your team.
• Advocate for the customer in day-to-day operations.
• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviews.
• Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLAs and internal efficiencies.
• Collaborate across all VC3 departments to maximize overall customer satisfaction.
• Maintain accurate and up to date documentation through the change management processes.
• Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall presentability.
• Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for customer service.

IT Service Manager I – Service Delivery

Network Engineer

• Understand and follow “The VC3 Way”. This is our set of standards and processes that produce a predictable result for the customer. Must be aware of and maintain our standards.
• Receive & respond to complex service requests, incidents and change requests in a timely manner.
• Troubleshoot and resolve issues with:
• - General network connectivity
• - Common networking technologies
• - Networking technologies, layer 2/3 switching, POE, VLANs.
• - Wireless network performance and accessibility
• - Firewalls, switches, and routers
• - Remote access technologies
• Complete technical administrative tasks such as:
• - Perform firmware updates to networking technologies.
• - Add/remove/change network ACL /privileges as required
• - Configuration of firewalls, switches, and access points.
• - Identify recurring issues and initiate problem tickets for them.
• Make recommendations for improvements of supported hardware and software to Service Managers/Strategic Advisors or clients when necessary.
• Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process and maintain contact until completed.
• 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.
• Review Tickets with Service Manager.
• Actively Participate in Team Huddles, L10 Meetings, One-on-One Meetings, and any other Team Meetings.
• Create and update documentation when changes occur, or when discoveries are made.
• Attend monthly training & team meets as required.
• Participate in the on-call rotation.
• Participate in continual education by completing field-related technical certifications to ensure expertise remains current and aligned with industry best practices.
• Additional duties as required.

Network Analyst

Field Engineer I

Account Executive

• Own the full sales cycle from cold outreach to close and perform sales functions which result in increased utilization of VC3’s products and services
• Outreach and source prospects through curated lists and cold calling
• Attend local networking events, trade shows and create a presence in the community
• Build relationships with decision makers and connect problems with solutions to successfully develop new accounts in assigned markets
• Develop sales presentations, quotes, and proposals
• Prepare accurate and thorough sales and business activity reports

Solutions Engineer

• Develop, implement, effectively maintain, and continually update quoting processes, standards, guidelines, and procedures within the department.
• Ensure objectives are clear, progress is tracked, and results are reviewed regularly.
• Manage the quoting queue/backlog to meet or exceed SLO’s.
• Responsible for the scheduling, time, and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed.
• Perform proactive issue trending and data reporting for the improvement of key metrics.
• Perform employee reviews, manage headcount, hiring and overall HR management for your department. Build a culture of continuous improvement via feedback, coaching and employee development.
• Communicate with all parties in a constructive manner to ensure client expectations are met or exceeded.
• Review and manage backlog of client quote requests to ensure services are being correctly scheduled and prioritized.
• Provide timely responses and guidance to client quote requests, either directly if needed or via your team.
• Perform client follow-up to verify final resolution and determine satisfaction level.
• Act as an escalation point for critical client issues, communicate, and manage communication with clients with collaboration across all departments.
• Assist Strategic Advisors and Client Relationship Managers with unique or unusual quoting requests.
• Continually monitor market trends to determine standard models.
• Continually monitor margins to ensure targets are being met.
• Oversee company’s quoting and proposal templates.
• **Additional Responsibilities:**
• Collaborate across all departments to maximize overall client satisfaction
• Maintain accurate and up to date documentation through the change management processes
• Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate client communications, and overall professionalism
• Review, revise, submit and annotate any invoicing associated with your department
• Be a leader within the company, attending employee events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for client service
• Conduct one on one meetings with staff to ensure objectives are clear, progress is tracked, and results are reviewed, to instill a culture of high performance
• Host morning huddles and weekly L10 meetings for your team
• Attend training events, maintain necessary partner management certifications
• Maintain an in-depth knowledge of the products and services that we offer
• Additional duties as required

Client Solutions Manager

Recruitment

• Ownership of full cycle recruitment including:
• Prepare job descriptions and design job postings to successfully attract candidates
• Post job advertisements
• Source/Recruit and headhunt candidates
• Review resumes and shortlist for video prescreening process
• Video prescreen and forward appropriate resumes to hiring managers
• Participate in interview process, analyze suitability and make recommendations for pursuing candidates
• Assess candidates’ relevant knowledge, skills, soft skills, experience, aptitudes and fit to culture & values
• Debrief with hiring managers and drive recruitment activity to fill roles within required timeframes
• Accurately prepare offer letter and welcome documents
• Maintain regular contact with hiring managers
• Work closely with hiring managers on the recruitment strategy for each position
• Provide regular recruitment reports to hiring manager
• Source new and innovative ways to recruit talent
• Monitor and apply recruiting best practices
• Act as a point of contact and build candidate relationships during the selection process
• Promote VC3 as an employer of choice
• Additional duties as required

Talent Acquisition Specialist

• Act as an escalation point for critical client issues, communicate and manage communication with customers as needed
• Communicate with all parties in a constructive manner to guarantee customer expectations are met
• Responsible for the scheduling, time and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed
• Review and manage service backlog to ensure services are being correctly scheduled, prioritized and moving through the system as desired
• Proactive issue trending and data reporting for the improvement of key metrics
• Manage team performance and tools to meet or exceed SLOs
• Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance
• Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance
• Perform employee reviews, manage headcount, hiring and overall HR management for your team. Build a culture of continuous improvement via feedback, coaching and staff development
• Provide timely responses and guidance to client requests, either directly if needed or via your team
• Advocate for the customer in day-to-day operations
• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviews
• Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLAs and internal efficiencies
• **Additional Responsibilities:**
• Collaborate across all VC3 departments to maximize overall customer satisfaction
• Maintain accurate and up to date documentation through the change management processes
• Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall presentability
• Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for customer service
• Maintain an in-depth knowledge of the products and services we offer
• Build relationships with clients and team members and serve as a trusted point of contact
• Providing timely responses and guidance to client requests
• Maintain accurate and up to date process & departmental documentation
• Attend training & team meetings as required
• Assist with the development and evolution of the Team Lead role
• Review CSAT responses; provide coaching, praise, and client follow up as required
• Additional duties as required

IT Service Manager

Systems Engineer

• 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 and/or tier 2 scope of support
• 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
• 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 duties as required

IT Systems Analyst II

• Receive and respond to escalated service requests, incidents and change requests in a timely manner
• Troubleshoot issues across LOB applications, Microsoft Office, browsers, networking (DNS, DHCP, ISP), VPN/RDS/Citrix, wireless, and peripherals such as printers
• Complete technical administrative tasks such as virus/malware removal, phishing email remediation, add/remove/change virtual server resources, and application password resets
• Expertise with Active Directory and Group Policy Management
• Strong background working in Microsoft 365 Partner Center/Entra ID
• Identify recurring issues and initiate problem tickets for them
• Make recommendations for improvements of supported hardware and software, with an eye on our clientele’s security posture
• Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
• Participate in the on-call rotation (1 week every 3-4 months)
• Additional duties as assigned