Support Engineer II

Seacoast Bank Careers • The Villages, FL

4d

About The Position

A Support Engineer II delivers enterprise-level technical support to bank associates, diagnosing and resolving software, hardware, and network issues. The role assists with application installations and provides remote and on-site support, communicating through email, ticketing systems, and phone to offer timely solutions and clear guidance.

The position manages IT assets throughout their lifecycle, deploys and troubleshoots computers and peripherals, resolves escalated support tickets, and supports applications, user accounts, and network-related issues. It also includes imaging and deploying devices, handling hardware logistics, providing on-site support at Seacoast Bank locations, participating in a 24x7 on-call rotation, and supporting mergers and acquisitions, which may involve extended travel and overnight stays. The engineer takes ownership of reported issues, documents procedures and asset data, collaborates with internal teams, and guides users through troubleshooting.

The role requires travel to branch and back-office locations across Florida, expected to be 25%–50% of the time, including occasional overnight stays. Associates must follow applicable legal, ethical, regulatory, and bank risk-mitigation requirements and complete required annual training on time.

Requirements

• Bachelor’s degree in information technology, computer science, or a related field; equivalent experience, including military service, with relevant certifications may be considered.
• Proven experience as a Support Technician II, Desktop Support professional, or IT Help Desk Technician II.
• Proficiency with the ServiceNow platform for ticketing and asset management.
• Hands-on experience with Windows operating systems, 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% of the time, including overnight stays.
• 3–5 years of experience in a support, help desk, or desktop technician role.

Nice To Haves

• Microsoft, CompTIA, Cisco, or ITIL certifications.

Responsibilities

• Manage IT assets in ServiceNow from procurement through retirement; maintain inventory and stockrooms and conduct barcode-scanning audits.
• Deploy, maintain, and troubleshoot laptops, desktops, servers, and peripherals; track warranties, leases, and depreciation.
• Resolve escalated tickets from Support Engineer I and mentor junior team members.
• Diagnose and resolve issues involving VPN, Windows 10/11, Office 365, and other desktop and laptop environments.
• Install, configure, and troubleshoot bank-specific and productivity applications according to vendor guidelines.
• Manage user accounts in Active Directory and support multifunction printers, AV equipment, and other peripherals.
• Image and deploy devices at campus and remote locations.
• Handle shipping, receiving, and hardware inventory tracking through ServiceNow.
• Provide in-person technical support and equipment installation at Seacoast Bank locations; replace battery backups and troubleshoot network or server issues as needed.
• Participate in a 24x7 on-call support rotation.
• Support mergers and acquisitions, potentially requiring extended travel and overnight stays.
• Take ownership of reported issues and ensure resolution and user satisfaction.
• Maintain accurate records of technical procedures, solutions, and asset data.
• Escalate unresolved issues appropriately and collaborate with internal teams to ensure timely resolution.
• Guide users through troubleshooting by phone, email, or in person, and ensure systems are functional after resolution.
• Perform additional tasks or project work as assigned by the department manager or team lead.
• Travel to Seacoast Bank branch and back-office locations across Florida, typically 25%–50% of the time, including occasional overnight stays.
• Adhere to applicable legal, ethical, regulatory, and bank risk-mitigation requirements and complete required annual training on time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level