The Technology Support Specialist will be required to provide support for a wide range of technical issues. This position involves deployment, maintenance and troubleshooting of issues relating to hardware, operating systems, and applications and providing an appropriate level of training on technical issues to employees. You will be required to manage customer requests from receiving the initial call through to resolving the issue. Responsibilities include, but are not limited to the following:

• Provide telephone (call center) support for technology related issues and questions with a first call resolution goal of 50% or greater; escalating unresolved issues to other technology support technicians.

• Provide installation and technical support of employee hardware, operating systems, and applications via online support (remote) to enable employees to be as productive as possible with the technology resources available to them. Tasks to be assigned via ticketing system.

• Provide feedback regarding support processes and procedures to process documenters. Feedback includes recommendations for process and procedure improvements, as well as technology related changes.

• Provide technical advice or process driven training to supported users as needed.

• Participate in team projects as assigned.

Qualifications :

• Minimum of 1-2 years of experience in Technology Support

• Strong customer service focus, a positive attitude, possess strong influencing and communication skills, as well as possess a sense of urgency and resolve technical issues.

• Must be able to work independently as well as part of a team to resolve issues.

• Must possess a working knowledge of the following:

• Microsoft and Apple operating systems

• Computer Hardware

• Mobile devices, such as iPhones and iPads

• Common peripheral devices such as printers, scanners, etc

• Common Microsoft Office Applications

• Networking technologies

• Knowledge and experience with application deployment tools such as SCCM and Intune

• Knowledge and experience with incident management tools such as ServiceNow

• Knowledge and experience with endpoint security software

• Ability to manage multiple assigned tasks is critical.

• Flexible to work off hours and weekends when needed.

• Ability to exercise good judgment and decision-making with regards to sound systems development practices and recommendations is required.

At Eastern Bank, we pride ourselves on supporting our employees by offering tremendous opportunity for individual growth. As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us. We are proud to offer comprehensive compensation plans and a benefits program called Total Rewards that includes medical, dental, vision, life and disability insurance, retirement, vacation and tuition reimbursement.

Eastern Bank is an Equal Opportunity Employer of women, people of color, LGBTQIA+, religion, national origin, citizenship, neurodivergence, age, Veterans, individuals with disabilities, or any other characteristic protected by law.

At Eastern Bank, we are dedicated to building a diverse, equitable, inclusive and authentic workplace. If you’re excited about this role but your experience doesn’t fully align with every qualification, we still encourage you to apply! You may be just the right candidate for this position or others across the company. Our Recruitment team is waiting to chat with YOU.