Onsite Systems Analyst l

2 weeks ago

Toronto, Ontario, Canada VC3 Full time
The Onsite Systems Analyst I is primarily responsible for providing onsite mid-level technical assistance and support to assigned VC3 clients. In addition, the Onsite Systems Analyst I role is responsible for running diagnostic programs, isolating problems, and determining and implementing solutions within a moderate scope of support. Our People:
Our team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values — Passionately Curious, Own It, Go Beyond, and Serve as One — we're here to create something extraordinary together.

Our Core Focus:
Our team members play a pivotal role in our focus: Serving those who serve with technologies for today and tomorrow that make life safe and simple. With nearly 30 years of specialized expertise, our team goes beyond conventional boundaries, delivering tailored managed services and cybersecurity solutions to our clients.

Your Growth:
We are a growth minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, VC3 offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.

Key Responsibilities
  • Understand and follow "The VC3 Way". This is our set of standards and processes that produce a predictable result for the customer. You must be aware of and maintain our standards
  • Operate from a client location 100% of the time
  • Serve as primary contact for all end user issues at assigned client; from passwords resets, application and hardware break-fixes, to procuring standard and specific hardware requirements
  • Respond to, document, and prioritize walk in requests from users at assigned client
  • Receive & respond to escalated service requests, incidents and change requests from other VC3 team members in a timely manner
  • 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
    • Remote access technologies including VPN, RDS, and Citrix
    • Operating systems on servers, desktops, and laptops
    • End user iOS and Android mobile devices
    • Common peripherals such as printers
  • Complete technical administrative tasks such as:
    • Virus/malware removal
    • Add/remove/change virtual server resources
    • AD/365/application password resets
  • Work closely with client business unit managers and IT users to assess organizational IT requirements and training needs and develop strategies to implement and support hardware and software tools
  • 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 Responsibilities:
  • 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
  • Where appropriate, escalate complicated issues to Tier 3 or other appropriate teams
  • Review Tickets with Team Lead
  • Actively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings
  • Create and update documentation when changes or occur, or when discoveries are made
  • Educate users on Process, Hardware, and Software
  • Attend monthly training & team meetings as required
  • Participate in the on-call rotation (1 week every 3-4 months)
  • Additional duties as required
Skills, Knowledge and Expertise
  • 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 certifications highly desired
  • 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 in an efficient manner with a high level of quality
  • At least 2 years relevant IT experience fully supporting and building customer environments
  • At least 2 years' experience managing & working with the following technologies:
    • Windows Server
    • Microsoft/Office 365
    • Active Directory
    • GPOs
    • Virus and Security
    • TCP/IP
    • DHCP
    • DNS
  • At least 2 years' experience with virtualization technologies:
    • Hyper-V
    • VMWare
VC3 offers Managed IT Services, Private Cloud Services, Hosted VoIP, Custom Web Applications, SharePoint Consulting, and Website Design & Hosting.

VC3 has more than 25 years of experience providing a full range of Information Technology Solutions and Services to hundreds of municipalities and organizations throughout the United States and Canada. The technologies needed by our customers have changed many times over the years, but our focus has always stayed the same: connect the best technologies with our experienced and talented engineers, programmers, web designers and support specialists to deliver solutions that take our customers to the next level of productivity and results.

We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.

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