About the role

IT Systems Analyst providing escalated technical support for VC3’s managed IT and cybersecurity clients in Canada. Troubleshooting Microsoft, networking, virtualization, and endpoint environments.

Responsibilities

Provide mid-level technical assistance and support to VC3 clients
Serve as an escalation point for Service Desk teams requiring higher-level technical expertise
Run diagnostic programs, isolate problems, and determine and implement solutions within a moderate support scope
Mentor and assist junior technicians
Receive and respond to escalated service requests, incidents, and change requests in a timely manner
Train and educate VC3 clients on technical standards, processes, hardware, and software
Troubleshoot customer line-of-business applications, web browsers, Microsoft Office, network connectivity, DHCP, DNS, wireless networks, VPN, RDS, Citrix, and server, desktop, and laptop operating systems
Perform virus/malware removal, virtual server resource changes, and AD/365/application password resets
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
Escalate complicated issues to Tier 3 or appropriate teams
Review tickets with the Team Lead and participate in team meetings and huddles
Create and update documentation
Answer incoming Service Desk phone calls and chats
Attend monthly training and team meetings
Participate in the on-call rotation, one week every 3–4 months
Perform additional duties as required

KPI goals consistently met in Service Technician I or II roles
2+ years relevant technical experience is required OR 6 months experience in Service Technician I or II roles at VC3
Microsoft 365 or Azure certification highly desired
At least 2 years relevant IT experience fully supporting and building customer environments
At least 2 years’ experience managing and working with Windows Server, Microsoft/Office 365, Active Directory, GPOs, Virus and Security, TCP/IP, DHCP, and DNS
At least 2 years’ experience with virtualization technologies including Hyper-V and VMWare
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 efficiently with a high level of quality
Must meet criminal and Department of Motor Vehicles background check requirements
May need to meet CJIS requirements post-employment

Minimal travel is expected, however some is possible
Applicant selected will be subject to a criminal and department of motor vehicles background checks and may need to meet Criminal Justice Information Systems (CJIS) requirements post-employment
VC3 offers a comprehensive benefit package and 401K/RRSP company matching
Numerous opportunities for career advancement
Dynamic learning environment with hands-on experiences and formal development programs
Continuous learning opportunities