The IT Support Engineer is an essential role in the Information Technology Department at MapleMark Bank.  This individual will be a vital resource to help implement, maintain and support the technical infrastructure, systems, processes and custom scripts for the bank.  The IT Support Engineer works closely with lines of business, technical staff and vendors to support the needs and goals of the bank and its clients. 

This position requires an individual that can work independently and solve complex problems while providing a positive and timely client experience in all facets of the bank’s support tasks.

Duties and Responsibilities include the following –
 

SYSTEMS SUPPORT

• Ability to support custom PowerShell scripting used in the business processes for the bank.
• Maintain and support the banks Microsoft SQL environment.
• Thorough understanding of network engineering concepts and implementations in a Microsoft Windows Environment.
• Knowledge of cloud computing using Microsoft Azure, Office365 and other Microsoft hosted products.
• Experience managing and maintaining Microsoft products including but not limited to Office, Teams, Intune, and other Microsoft solutions.
• Understanding of data networking and MS Teams voice systems.
• Other duties as assigned.

CLIENT SUPPORT

• Knowledge of desktop computer hardware and peripherals support and maintenance.
• Meeting with end users to diagnose software, networking, or hardware issues.
• Responding to IT support requests.
• Offer reactive and proactive support to business units and take into consideration the critical issues.
• Providing technical support on-site or via remote-access systems.

SKILLS

• Provide prompt and accurate feedback to clients.
  • Offering solutions that meet the needs of the client.
  • Maintaining good client relations.
  • Good interpersonal skills.
• Prioritize and manage several open issues at one time.
  • Good time management skills.
  • Ability to successfully contribute to project plans – including running small scope projects.
• Excellent written and verbal communication skills - able to document technical knowledge.
• Ability to work independently.
• Ability to think critically.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Highly organized and detail-oriented self-starter.
• Strong organizational and effective time management skills.
• Strong change management skills and ability to work at a consistently changing pace.
• Ability to develop and establish positive working relationships across the organization.

Education and/or Experience

Degree in information technology, computer science or comparable field or proven, relevant IT work experience; including  -

• 3+ years of experience working in an IT support and engineering role required
• 3+ years of experience in PowerShell scripting strongly preferred.
• 3+ years Banking/Financial Services experience strongly preferred.
• SharePoint experience preferred.

Supervisory Responsibilities

• None

Bank Culture/Customer Service Skills 

Physical Demands

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. 

Work Environment

The noise level in the work environment is usually moderate. This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. The Bank shall, in its discretion, modify or adjust the position to meet the Bank’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Bank’s sole discretion.