Systems Engineer

• *Candidates must be based in or near Midland, Texas to be eligible for this role.*
• The Systems Engineer I is primarily responsible for providing mid-level technical assistance and support to VC3 clients.
• Serve as an escalation point for Service Desk teams when higher technical expertise is required in diagnostics, isolating problems, and determining and implementing solutions within a moderate scope of support.
• Mentor and assist junior technicians.
• Understand and follow “The VC3 Way” set of standards and processes.
• Receive & respond to escalated service requests, incidents and change requests in a timely manner.
• Train and educate VC3 clients on technical standards.
• Troubleshoot and resolve issues with customer LOB applications, web browsers, Microsoft Office, general network connectivity including ISP, DHCP, DNS, wireless performance, remote access technologies (VPN, RDS, Citrix), operating systems on servers/desktops/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.
• Make recommendations for hardware and software improvements.
• Engage vendors, 3rd parties, and client SMEs as needed during troubleshooting.
• Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients.
• Receive mentoring and feedback from Tier 2 Peers, Tier 3, and others.
• Escalate complicated issues to Tier 3 or other appropriate teams where appropriate.
• Review Tickets with Team Lead.
• Actively participate in Team Huddles, L10 Meetings, One on One Meetings, and other Team Meetings.
• Create and update documentation when changes occur or discoveries are made.
• Educate users on Process, Hardware, and Software.
• Answer incoming Service Desk phone calls and chats.
• Attend monthly training & team meetings as required.
• Participate in the on-call rotation (1 week every 3-4 months).
• Additional duties as required.

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