About the role

Resolving complex technical issues and managing escalated service requests for VC3 clients. Ensuring timely and effective solutions while following the established standards and processes.

Responsibilities

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

5+ years relevant technical experience is required OR 2 years experience in Systems Analyst I role at VC3. KPIs consistenly met in Systems Analyst/Engineer I role.
5+ years experience managing: Windows Server, Microsoft/Office 365, Active Directory, GPOs, Virus and Security, TCP/IP, DHCP, DNS, Hyper-V and VMWare, routing and Switching, Firewalls, VPNs
3+ years experience with virtualization technologies: Hyper-V, VMWare
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
Go Beyond – you take that extra step to create moments that are unexpected but appreciated.
Own It - You have the courage to do what's right, the resolve to take responsibility, and the grit to cross the finish line.
Be Curious - You challenge the status quo and aim for continuous improvement and constant learning.
Serve as One - You believe that together, we are greater than the sum of our individuals, and that teamwork is essential to success.

Flexibility – We’re remote-first, but not remote-only. Some roles include an onsite component, depending on team needs. We aim to give you the flexibility to do your best work, plus company-paid time off to help you thrive in work and in life.
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.