Support Engineer II

Seacoast Bank•The Villages, FL

About The Position

The 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 both remote and on-site support through email, ticketing systems, and phone, offering timely solutions and clear guidance. The position manages IT assets in ServiceNow throughout their lifecycle, deploys and troubleshoots hardware and applications, resolves escalated support tickets, and supports user accounts, peripherals, imaging, inventory, and logistics. It also provides in-person support at Seacoast Bank locations, participates in a 24x7 on-call rotation, and supports mergers and acquisitions, which may involve extended travel and overnight stays. The Support Engineer II owns reported issues through resolution, documents procedures and asset information, collaborates with internal teams, and guides users through troubleshooting. Associates must adhere to applicable legal, ethical, regulatory, and bank risk-mitigation requirements, including completing required annual training on time and effectively performing role responsibilities.

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 technician, or IT Help Desk Technician II.
Proficiency with ServiceNow 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 occasional overnight stays.
3–5 years of experience in a support, help desk, or desktop technician role.

Nice To Haves

Certifications such as Microsoft, CompTIA, Cisco, or ITIL.

Responsibilities

Manage IT assets in ServiceNow throughout their lifecycle, including procurement, retirement, inventory, stockrooms, and 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 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 to campus and remote locations.
Handle shipping, receiving, and hardware inventory tracking through ServiceNow.
Provide in-person technical support and install equipment 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 involving extended travel and overnight stays.
Take ownership of reported issues through 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, expected 25%–50% of the time, with occasional overnight stays.
Complete required annual training on time and comply with applicable legal, ethical, regulatory, and bank risk-mitigation requirements.