Senior Systems Engineer

Jobtailor; Madison (WI); On-site; USD 90,000 - 130,000; Full time

Job summary

VC3 is seeking a Senior Systems Engineer II to provide advanced technical support to clients in Madison, WI. You will act as an escalation point for the Service Desk, own complex issues, and drive resolution while mentoring junior staff and coordinating with vendors.

The role requires extensive Windows Server and Active Directory experience, virtualization expertise, and strong problem-solving skills. You will participate in on-call rotations and contribute to documentation and continuous

Qualifications

• 8+ years of relevant IT experience, or 2+ years in Systems Engineer II at VC3
• Strong knowledge of current IT concepts, issues, practices, methodologies, and trends
• Strong problem-solving and decision-making skills; ability to analyze complex issues
• Self-motivated, detail oriented, highly organized, and able to manage varied responsibilities efficiently
• Experience with Windows Server, Active Directory, GPOs, routing and switching, firewalls, VPN, TCP/IP, DHCP/DNS
• 5+ years with virtualization (Hyper-V, VMware)
• CJIS requirements post-employment and background checks compliance

Responsibilities

• Provide senior-level technical assistance and support to VC3 clients
• Serve as escalation point for Service Desk and Escalation teams
• Respond to escalated service requests, incidents, and change requests
• Own technical issues and drive resolution without further escalation
• Train and educate clients on technical standards, processes, hardware, and software
• Troubleshoot line-of-business apps, browsers, MS Office, and networking incl. DHCP/DNS/VPN
• Perform malware removal, AD/365/password resets, and virtual server changes
• Mentor lower-tier staff and identify recurring issues for problem tickets
• Engage vendors and SMEs during troubleshooting
• Maintain timesheets and detailed client communication notes
• Create/update documentation and participate in team meetings
• On-call rotation every 3–4 months

Skills

Windows Server Management

Microsoft/Office 365 Support

Active Directory Administration

Virtualization Technologies

CCNA or Microsoft 365/Azure Certs

Tools

VMware Certification

Microsoft 365/Azure Certification

CCNA Certification

Job description

• Provide senior-level technical assistance and support to VC3 clients
• Serve as an escalation point for Service Desk and Escalation teams
• Receive and respond to escalated service requests, incidents, and change requests
• Maintain accountability to lower-tier technical team members on complex escalations
• Own technical issues and drive resolution without further escalation
• Train and educate VC3 clients and users on technical standards, processes, hardware, and software
• Troubleshoot customer line-of-business applications, web browsers, Microsoft Office, network connectivity, DHCP, DNS, wireless networks, firewalls, switches, routers, VPN, RDS, Citrix, and operating systems
• Complete technical administrative tasks including malware removal, virtual server resource changes, and AD/365/application password resets
• Mentor lower-tier technical team members
• 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
• Review tickets with the Team Lead and participate in team huddles, L10 meetings, one-on-ones, and other meetings
• Create and update documentation
• Attend monthly training and team meetings
• Participate in the on-call rotation one week every 3–4 months

Requirements

• KPI goals consistently met in Systems Engineer II role
• 8+ years of relevant technical experience, or 2 years of experience in a Systems Engineer II role at VC3
• Strong knowledge of current IT concepts, issues, practices, methodologies, and trends
• Strong problem-solving and decision-making skills; ability to understand and analyze complex issues
• Self-motivated, detail oriented, highly organized, and able to manage varied responsibilities efficiently
• At least 8 years of relevant IT experience fully supporting and building customer environments
• At least 8 years of experience managing and working with Windows Server, Microsoft/Office 365, Active Directory, GPOs, routing and switching, firewalls, VPNs, virus and security, TCP/IP, DHCP, and DNS
• At least 5 years of experience with virtualization technologies including Hyper-V and VMware
• CCNA, VMware, or Microsoft 365/Azure certifications highly desired
• Must meet Criminal Justice Information Systems (CJIS) requirements post-employment
• Subject to criminal and department of motor vehicles background checks

Core Competencies

Demonstrates extensive experience in technical support and troubleshooting, particularly with Windows Server, Microsoft/Office 365, Active Directory, and virtualization technologies. Proven ability to mentor team members, manage complex escalations, and maintain high standards of client communication and documentation.

Highest-signal resume keywords

• Windows Server Management
• Microsoft/Office 365 Support
• Active Directory Administration
• Virtualization Technologies (Hyper‑V, VMware)
• CCNA or Microsoft 365/Azure Certification

ATS Optimization Keywords

Hard Skills

• Technical Support
• Troubleshooting
• Network Connectivity
• DHCP
• DNS
• Firewalls
• Switches
• Routers
• VPN
• RDS

Soft Skills

• Problem‑Solving
• Decision‑Making
• Self‑Motivated
• Detail Oriented
• Highly Organized

Certifications & Qualifications

• CCNA
• VMware Certification
• Microsoft 365/Azure Certification

Industry Keywords

• Criminal Justice Information Systems (CJIS)
• IT Concepts
• Service Desk
• Escalation Management
• KPI Goals

Tools & Technologies

• Citrix
• Malware Removal Tools
• Virtual Server Management
• Client Communication Tools
• Documentation Software