The Senior Technology Support Technician provides employee support for a variety of applications and services, in a hands-on, fast-paced, high-demand technology organization. This position is primarily located at our headquarters in Boston where they will support on-site employees, conference room technology, and provide dedicated support to the executive team. They also serve as an escalation point within the Service Desk team for tier one and tier two support of complex incidents and requests.

MAJOR RESPONSIBILITIES: 

Employee Support: Provide hands-on technical support by identifying, conducting in-depth analysis, and recommending and/or implementing solutions to complex technical issues to best support the end-user computing needs of Eastern Bank. Conference Room Support: Provide support for the technology in our conference rooms and support critical meetings, as well as maintaining equipment and ensuring it is ready for use. Executive Support: Serve as a primary contact point for support needed by our executive team and their support staff. 

PROBLEM SOLVING & DECISION MAKING: 

Must be analytical, well-organized, and self-directed. Must possess strong customer services skills and a sense of urgency and ownership. Must be able to make technical and process decisions that align and advance Technology and Business Goals. 

REQUIREMENTS: 

Education and Experience:

High School Diploma required; Bachelor’s degree or equivalent combination of education and experience preferred. Minimum two years’ related experience providing technical support in a Technology Support environment.

Skills/Knowledge:

Experience supporting Logitech Rally or similar conference room technology.  Executive support experience. Exceptional working knowledge of operating systems (Windows, macOS, iOS, Android) Understanding of Network and Server Technologies (Windows Server, Microsoft Active Directory, Azure Active Directory, Group Policy, Azure) Ability to adapt and learn new applications while providing support  Thorough understanding of Microsoft Office products Understanding of Microsoft System Center suite of products (Configuration Manager, Service Manager, Endpoint Manager (Intune), and Operations Manager) Experience with PowerShell and batch file scripting Basic knowledge of GPO Mobile device configuration and management experience, such as Intune or equivalent.  Familiar with different browsers, related issues, and how to troubleshoot them.

Working Conditions:

Fully In-Person Position at our Boston office Travel to Eastern offices required on occasion  Off-hours support as needed for events or changes