IT Senior Systems Analyst

IT Senior Systems Analyst

Department: Service Delivery

Employment Type: Full Time

Location: Canada - Remote

The Senior Systems Analyst is primarily responsible for providing senior-level technical assistance and support to VC3 clients. In addition to this, the Senior Systems Analyst serves as an escalation point for our Service Desk and Escalation teams when an issue reaches beyond the scope of support provided by lower technical tiers.

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 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.

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.

• 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
• 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, tier 2, and/or tier 3 scope of support
• Own technical issues and drive resolution without assistance or further escalation
• 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
• Provide mentorship to lower tier technical team members
• 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

• Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
• Receive mentoring and feedback from Tier 4 Peers and others
• 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

• KPI goals consistently met in Systems Analyst II role
• 8+ years relevant technical experience is required OR 2 years experience in Systems Analyst II role at VC3
• 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
• Self-motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level…