Engineer - Service Center

Company: Midland States Bank
Location: Loves Park
Posted on: May 28, 2023

Job Description:

At Midland States Bank, we believe that when we can bring our whole selves to work each day, we become happier, more comfortable, more confident and more excited to do great things for our customers, each other and our company. Were proud to be an Equal Opportunity and Affirmative Action employer. At Midland, we recruit, employ, train, compensate and promote without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you are looking for a place to grow, we encourage you to apply at Midland States Bank, because you belong here.Position SummaryAs a Service Center Engineer, you will use your knowledge and specialized skills to provide high quality customer service via the telephone, email and other collaboration platforms. The Service Center Engineer ensures employees receive excellent service by answering questions, resolving problems, and processing requests related to a wide variety of systems, hardware and software. The Service Center Engineer is expected to implement technical solutions by determining when it is appropriate to deviate from a standard practice to accomplish the desired result. You can troubleshoot and solve straightforward problems that do not have defined SOPs. Primary Accountabilities

• Answering inbound information technology Service Center calls and tickets received from Midland employees by appropriately answering/ resolving questions regarding hardware, software and networking issues and requests.
• Walking customers through installing and troubleshooting applications and computer peripherals. (mostly remote)
• Identifying root-causes of operational issues and process inefficiencies.
• Effectively implementing solutions to address root causes, improve efficiency and enhance the employee experience with the Service Center
• Interacting with management and staff to provide analytical and technical assistance for continuous improvement of IT solutions.
• Perform project management-related duties for various IT initiatives.
• Maintaining or creating policies, procedures, and processes.
• End-user support of Microsoft and Core Banking applications.
• Assists with provisioning of hardware, i.e. laptops and computers
• Stays abreast of new and emerging technologies and makes recommendations of possible technologies to help improve process and workflow.
• Assists in researching, communicating with, and evaluating new vendors.
• Follows all established controls, which maintain the integrity of the Companys system, processes, and data.
• Subject Matter Expert assignment on various technologies/domains.
• Creation of technical documentation related to Subject Matter Expert assignment.
• Record technical issues and solutions in tickets.
• Escalate high priority and/or unresolved tickets to the next level of support personnel.
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines.
• Collaborate with Technology team members to ensure efficient operation of the organizations desktop computing environment.
• Follow up with users to ensure satisfaction with issue resolution.
• Periodic travel to remote bank facilities.
• Working knowledge and support of bank systems as outlined below:
  • Active Directory
    • Reset Passwords
    • Troubleshoot regularly locked AD accounts
    • Add people to Security groups
    • Create users
    • Delete old workstations from AD that are no longer used
    • Can understand and troubleshoot basic DNS and DHCP issues
    • Understand how Group Policy can affect user/computer behavior and how they can be used to simplify standard settings
    • Networking
      • Understand how to ping and traceroute
      • Know IP address schemes across the network
      • Understand and know the network diagram for each branch location
      • Can pinpoint network issues based on troubleshooting to provide Infrastructure background of issue
      • Be able to open a trouble ticket with data or telco service provider
      • Troubleshoot basic VPN issues
      • Printers
        • Access to GFI to open tickets
        • Troubleshoot basic printer issues
        • Be able to access and understand basics of Printer Logic software
        • Apply PrinterLogic server updates
        • Computers/Laptops
          • Troubleshoot from basic to advanced hardware problems
          • Citrix
            • Reset/unlock sessions
            • Troubleshoot basic Citrix issues with ControlUp
            • Profile Management rename profiles
            • Check user redirection folder permissions
            • Banking Applications
              • Reset passwords within all applications
              • Troubleshoot basic application issues
              • O365 & SharePoint
                • Troubleshoot basic issues with O365 products including Excel, Outlook, Word, and PowerPoint
                • Troubleshoot basic issues with MS Teams
                • Troubleshoot basic issues with SharePoint
                • Email
                  • Troubleshoot connectivity issues
                  • Set up new accounts
                  • Create email groups
                  • Add/remove people to/from email groups
                  • Understand email flow and troubleshoot basic email issues
                  • Access to O356 Admin Portal to view issues with email flow
                  • Telephones/VoIP
                    • Change names on phones
                    • Update voicemail
                    • Troubleshoot basic phone outage issues
                    • Can check the status of a router and/or switch
                    • Troubleshoot basic issues with Cisco Jabber
                    • Web Filter
                      • Troubleshoot web filter tickets to confirm the web filter is blocking the URL. i.e. Does the site load on a device outside of the web filter?
                      • Symantec Antivirus
                        • Installs and perform definition updates
                        • Adobe Licensing management
                        • Home Network Troubleshooting
                          • Run speed tests
                          • Understand basics of home networks
                          • Cisco AnyConnect
                            • Troubleshoot basic issues with AnyConnect
                              • Maintain compliance with all applicable regulations including, but not limited to, the Bank Secrecy Act (BSA). Position QualificationsEducation/Experience:
                                • 3-5 years of relevant experience or equivalent education
                                • Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role.
                                  • Associates Degree in an IT related field; Bachelors degree and/or relevant technical certification(s) strongly preferred.
                                  • Two or more years of custoPI215686896

Keywords: Midland States Bank, Rockford , Engineer - Service Center, Engineering , Loves Park, Illinois