Technology Support Technician

PURPOSE/OBJECTIVE :

The Technology Support Technician (TST) provides employee support for a variety of applications and services, in a hands-on, fast-paced, high-demand technology organization. The TST serves as an escalation point within the Service Desk team for tier one and tier two support of complex incidents and requests.

MAJOR RESPONSIBILITIES :

• Support: Provide hands-on technical support by identifying, conducting in-depth analysis, and recommending and/or implementing solutions to complex technical issues to best support the end-user computing needs of Eastern Bank.
• Growth: Learn new technologies, participate in an active career development plan, and provide guidance to new members of the team.
• Projects: Participate in division projects representing the Service Desk teams (Desktop and Helpdesk).

PROBLEM SOLVING & DECISION MAKING :

Must be analytical, well-organized, and self-directed. Must possess strong customer services skills and a sense of urgency and ownership. Must have the ability to make technical and process decisions that align and advance Technology and Business Goals.

REQUIREMENTS : ​​​​​​​​​​​​​​

Education and Experience

• Bachelor’s degree or equivalent combination of education and experience
• Minimum six years’ related experience providing technical support in a Technology Support environment
• Minimum two years supervisory experience, or equivalent combination of training and experience

Skills/Knowledge :

• Exceptional working knowledge of operating systems (Windows, macOS, iOS, Android)
• Understanding of Network and Server Technologies (Windows Server, Microsoft Active Directory, Azure Active Directory, Group Policy, Azure)
• Ability to adapt and learn new applications while providing support
• Thorough understanding of Microsoft Office products
• Understanding of Microsoft System Center suite of products (Configuration Manager, Service Manager, Endpoint Manager (Intune), and Operations Manager)
• Experience with PowerShell and batch file scripting
• Basic knowledge of GPO
• Familiar with different browsers, related issues and how to troubleshoot them.

Working Conditions

• Hybrid schedule Position
• Travel to Eastern offices required on occasion
• Off-hours support as needed for events or changes

Committed. Inclusive. Courageous. Eastern Bank has built a legacy of investing in the communities we serve and helping our customers, communities and employees thrive and grow. We pride ourselves in having knowledgeable and experienced professionals that can provide the expertise, personal attention and service our customers deserve.

As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us.