As a Service Center Engineer, you will use your knowledge and specialized skills to provide high quality customer service via the telephone, email and other collaboration platforms. The Service Center Engineer ensures employees receive excellent service by answering questions, resolving problems, and processing requests related to a wide variety of systems, hardware and software. The Service Center Engineer is expected to implement technical solutions by determining when it is appropriate to deviate from a standard practice to accomplish the desired result. You can troubleshoot and solve straightforward problems that do not have defined SOPs.
Remote work options – looking for candidates in the Rockford, IL area.
Answering inbound information technology Service Center calls and tickets received from Midland employees by appropriately answering/ resolving questions regarding hardware, software and networking issues and requests.
Walking customers through installing and troubleshooting applications and computer peripherals. (mostly remote)
Identifying root-causes of operational issues and process inefficiencies.
Effectively implementing solutions to address root causes, improve efficiency and enhance the employee experience with the Service Center
Interacting with management and staff to provide analytical and technical assistance for continuous improvement of IT solutions.
Perform project management-related duties for various IT initiatives.
Maintaining or creating policies, procedures, and processes.
End-user support of Microsoft and Core Banking applications.
Assists with provisioning of hardware, i.e. laptops and computers
Stays abreast of new and emerging technologies and makes recommendations of possible technologies to help improve process and workflow.
Assists in researching, communicating with, and evaluating new vendors.
Follows all established controls, which maintain the integrity of the Company’s system, processes, and data.
Subject Matter Expert assignment on various technologies/domains.
Creation of technical documentation related to Subject Matter Expert assignment.
Record technical issues and solutions in tickets.
Escalate high priority and/or unresolved tickets to the next level of support personnel.
Ensure that work is carried out within agreed service levels and in accordance with department guidelines.
Collaborate with Technology team members to ensure efficient operation of the organization’s desktop computing environment.
Follow up with users to ensure satisfaction with issue resolution.
Periodic travel to remote bank facilities.
Working knowledge and support of bank systems as outlined below:
Troubleshoot regularly locked AD accounts
Add people to Security groups
Delete old workstations from AD that are no longer used
Can understand and troubleshoot basic DNS and DHCP issues
Understand how Group Policy can affect user/computer behavior and how they can be used to simplify standard settings
Understand how to ping and traceroute
Know IP address schemes across the network
Understand and know the network diagram for each branch location
Can pinpoint network issues based on troubleshooting to provide Infrastructure background of issue
Be able to open a trouble ticket with data or telco service provider
Troubleshoot basic VPN issues
Access to GFI to open tickets
Troubleshoot basic printer issues
Be able to access and understand basics of Printer Logic software
Apply PrinterLogic server updates
Troubleshoot from basic to advanced hardware problems
Troubleshoot basic Citrix issues with ControlUp
Profile Management – rename profiles
Check user redirection folder permissions
Reset passwords within all applications
Troubleshoot basic application issues
O365 & SharePoint
Troubleshoot basic issues with O365 products including Excel, Outlook, Word, and PowerPoint
Troubleshoot basic issues with MS Teams
Troubleshoot basic issues with SharePoint
Troubleshoot connectivity issues
Set up new accounts
Create email groups
Add/remove people to/from email groups
Understand email flow and troubleshoot basic email issues
Access to O356 Admin Portal to view issues with email flow
Change names on phones
Troubleshoot basic phone outage issues
Can check the status of a router and/or switch
Troubleshoot basic issues with Cisco Jabber
Troubleshoot web filter tickets to confirm the web filter is blocking the URL. i.e. Does the site load on a device outside of the web filter?
Installs and perform definition updates
Adobe Licensing management
Home Network Troubleshooting
Run speed tests
Understand basics of home networks
Troubleshoot basic issues with AnyConnect
Maintain compliance with all applicable regulations including, but not limited to, the Bank Secrecy Act (BSA).
3-5 years of relevant experience or equivalent education
Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role.
Associates Degree in an IT related field; Bachelor’s degree and/or relevant technical certification(s) strongly preferred.
Two or more years of customer service experience.
The equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.
Extensive equipment support experience.
Building and Mending Relationships
Decisiveness with Insight
Self-Management, Self-Insight, Self-Development
Coping with Pressure and Adversity – Integrity
Seeks and Uses Feedback
Applies Learned Complex Concepts
Energy, Drive, Ambition
Learns from Mistakes
Putting People at Ease
Getting Information, Making Sense of It; Problem Identification
Being a Quick Study
Knowledge: Trade and Business
Shows Concern for Order and Clarity
Midland States Bancorp, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, protected veteran status, or any other applicable federal or state-protected classification.