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Technology Support Technician in Lynn, MA at Eastern

Date Posted: 11/29/2018

Job Snapshot

Job Description

When you join Eastern Bank, you join the largest and oldest mutual bank in the country. We pride ourselves in having knowledgeable and experienced professionals that can provide the expertise, personal attention and service our customers deserve.
 
As the fourth-largest full-service commercial bank in Greater Boston, we are able to offer you unique opportunities for career growth throughout the organization, as well as a competitive compensation and benefits program.
 
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.
 
The support technician II will be required to provide support for a wide range of technical issues.  This position involves deployment, maintenance and troubleshooting of issues relating to hardware, operating systems, and applications and providing an appropriate level of training on technical issues to employees.  This position will be required to manage customer requests from receiving the initial call through to resolving the issue which may involve traveling to customer locations.
 

Responsibilities include, but are not limited to the following:
  • Provide remote (call center) support for technology related issues and questions with a first call resolution goal of 50% or greater; escalating unresolved issues to other technology support technicians as needed.
  • Provide installation and technical support of employee hardware, operating systems, and applications via face-to-face and online support (remote) to enable employees to be as productive as possible with the technology resources available to them. Tasks to be assigned via ticketing system
  • Document support processes and procedures by soliciting information from other technology support personnel in an effort to improve the effectiveness and efficiency of bank-wide technology support services
  • Provide technical advice or training to customers* as needed
  • Participate in and/or lead small scale team projects as assigned
  • Other duties as assigned

Job Requirements

Education and Experience:
  • Experience working with supporting Windows operating systems, and solving computer-related problems.
  • Strong customer service focus
  • Must be able to work independently as well as part of a team to resolve issues

Skills/Knowledge:
  • Must be analytical, well organized and self-directed.
  • Microsoft Operating Systems (Windows 7, Windows 8.1, Windows 10)
  • Apple Mac Operating Systems (10.x)
  • PC Hardware
  • Common peripheral devices such as printers, scanners, etc
  • Common MS Office Applications (Office 16)
  • Common Applications (Adobe reader, Adobe Flash, Chrome, Firefox, etc..)
  • Windows based application support
  • Windows networking technologies
Working Conditions:
  • Off-hours support as needed, provide on-site support for internal customers (as needed)