Support Engineer II

JOB SUMMARY:

A Support Engineer II ’s responsibilities are to deliver enterprise-level technical support to our bank associates. This position will diagnose and resolve software, hardware, and network issues, assist with application installations, and provide both remote and on-site support. Additionally you will communicate via email, ticketing systems, and phone, offering timely solutions and clear guidance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Asset Management : Manage IT assets using ServiceNow, overseeing the full lifecycle from procurement to retirement. Maintain inventory, stockrooms, and perform audits using barcode scanning.
• Hardware Support : Deploy, maintain, and troubleshoot laptops, desktops, servers, and peripherals. Track warranties, leases, and depreciation.
• Ticket Resolution : Resolve escalated tickets from Support Engineer I and mentor junior team members.
• Technical Troubleshooting : Diagnose and resolve issues related to VPN, Windows 10/11, Office 365, and other desktop/laptop environments.
• Application Support : Install, configure, and troubleshoot bank-specific and productivity applications, following vendor guidelines.
• Active Directory & Peripherals : Manage user accounts and support multi-functional printers, AV equipment, and other peripherals.
• Imaging & Deployment : Image and deploy devices to both campus and remote locations.
• Inventory & Logistics : Handle shipping, receiving, and inventory tracking of hardware assets via ServiceNow.
• On-Site Support : Provide in-person technical support and equipment installation at Seacoast Bank locations. Replace battery backups and troubleshoot network/server issues as needed.
• On-Call Rotation : Participate in a 24x7 on-call support rotation.
• Mergers & Acquisitions : Support M&A activities, which may involve extended travel and overnight stays.
• Issue Ownership : Take full ownership of reported issues, ensuring resolution and user satisfaction.
• Documentation : Maintain accurate records of technical procedures, solutions, and asset data.
• Collaboration : Escalate unresolved issues appropriately and collaborate with internal teams to ensure timely resolution.
• Customer Service : Guide users through troubleshooting steps via phone, email, or in person, ensuring systems are fully functional post-resolution.
• Other Duties : Perform additional tasks or project work as assigned by the department manager or team lead.

EDUCATION and/or EXPERIENCE:

• Bachelor’s degree in information technology, Computer Science, or a related field. Equivalent experience (including military service) with relevant certifications may be considered.
• Certifications such as Microsoft, CompTIA, Cisco, or ITIL are a plus.
• Proven experience as a Support Technician II, Desktop Support, or IT Help Desk Technician II.
• Proficiency with the ServiceNow platform for ticketing and asset management.
• Hands-on experience with Windows OS, hardware, and mobile devices.
• Strong understanding of computer systems, AV equipment, and network fundamentals.
• Excellent troubleshooting, communication, and customer service skills.
• Ability to travel to branch and back-office locations (25%–50%), including overnight stays.
• 3-5 years of experience in a support, help desk, or desktop technician role.
• Travel to various Seacoast Bank locations across Florida, with travel expected 25%–50% of the time, including occasional overnight stays.

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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