IT Site Support Engineer
About The Position
The IT Site Support Engineer provides technical support to the local office and other FirstBank personnel or clients supported by the team, with a strong emphasis on executive-level support and audio/video teleconferencing systems. The role ensures executives and associates have a reliable technology experience, particularly with communication and collaboration tools. The engineer supports executives and other employees with device setup, configuration, and hardware and software troubleshooting; responds to and documents service requests and incidents; and coordinates with IT colleagues and external vendors to resolve technical issues and maintain equipment. The role also supports conferencing systems, provides user guidance, maintains IT equipment inventory, follows security and compliance standards, assists with data protection and backup procedures, and creates technical documentation. Approximately 10–25% travel is required, including some overnight travel. Other project duties may be assigned.
Requirements
- Minimum associate degree in IT or equivalent work experience.
- Proven experience providing executive-level IT support.
- Strong expertise in audio/video conferencing systems and tools, such as Microsoft Teams.
- Exceptional troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and prioritize tasks effectively.
- Ability to demonstrate the highest level of ethical behavior and maintain confidentiality with sensitive information.
- Respectful demeanor toward associates and managers that promotes a positive and professional work environment.
Nice To Haves
- Certification in relevant methodologies and technologies, such as ITIL, Microsoft 365, or Microsoft Teams.
Responsibilities
- Provide personalized, responsive IT support to C-level executives and other high-ranking personnel.
- Set up and configure laptops and mobile devices for executives and resolve their software and hardware issues promptly.
- Respond to service requests and incidents, document activities and interactions in the ticketing system, and communicate status changes.
- Diagnose and resolve hardware and software problems for employees, with particular attention to rapid response for executive staff.
- Coordinate with the IT team to escalate and resolve complex issues, including LAN, WAN, and special application issues.
- Oversee and maintain audio and video conferencing systems and troubleshoot issues during meetings.
- Collaborate with external vendors on equipment configuration and maintenance.
- Train and guide executives and staff in using audio/video conferencing and collaboration tools.
- Maintain and validate IT equipment and accessories inventory and ensure necessary resources are available.
- Ensure system usage and changes, including teleconferencing tools, comply with security and compliance standards.
- Assist with implementing data protection and backup procedures.
- Create and maintain troubleshooting procedures, equipment setup documentation, and user guides.
- Collaborate with IT and other departments to streamline technology processes and drive continuous improvement.
- Travel approximately 10–25%, including some overnight travel.
- Perform other project duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
