Support Engineer I

Summary

Provide telephone and on-site technical support to Seacoast Bank (associates for all desktop banking applications, desktop operating systems, desktop office productivity software, laptop hardware, desktop hardware, printers, and other peripherals). Also, operate and maintain printers for daily check, statement and notice printing.

Essential Duties and Responsibilities

• Support for basic associate issues such as solving usage problems and fulfilling service desk requests that need IT involvement.
• Troubleshoot Windows Server and Client operating system issues that are impacting end-users’ productivity.
• Install and maintain Bank applications per vendor provided instructions.
• Troubleshoot basic Bank applications issue and office productivity software, such as Microsoft Office Suite
• Image laptops, desktops and deploy to campus and remote locations.
• Perform printer and scanner installation and support.
• Install operating systems and applications for new PC’s as well as computer imaging as required.
• Participate in M&A activities (Merger and Acquisitions)
• Taking ownership of associates issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Track computer system issues through to resolution, within agreed time limits
• Communicate with associates through a series of actions, either via phone, email or in person, until they’ve solved a technical issue.
• Refer to internal and external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with associates to ensure their IT systems are fully functional after troubleshooting.
• Package and ship hardware out for remote setups.
• Document technical knowledge in the form of notes and manuals
• Other duties or Project work assigned by department Manager or Team Lead

Basic Qualifications:

• Proven work experience as a Support Engineer, Desktop Support, IT Help Desk Technician, or similar role
• Hands-on experience with Windows OS
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical and network issues.
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbally

Preferred Qualifications:

• Bachelor’s degree in information technology, Computer Science, or relevant field. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered with specific certifications.
• Additional certifications in Microsoft, CompTIA, Cisco, ITIL or similar technologies is a plus.
• Minimum 1-2 years of hands-on experience in a call center environment.
• Previous experience in a financial industry

The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position.  They are not intended to be an exhaustive list of responsibilities, duties, and skills.  Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry.  It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles.  This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities. 

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