IT Site Support Engineer

FirstBank; Franklin (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

FirstBank in Franklin, TN is seeking an IT On-Site Support Engineer to provide executive-level IT assistance and manage AV conferencing systems, ensuring flawless communication for the leadership team and staff.

You will configure devices, troubleshoot hardware and software, document activities in the ticketing system, and collaborate with IT to resolve complex issues including LAN/WAN, while supporting vendors and training users.

Qualifications

• Associate degree in IT or equivalent experience.
• Experience providing executive-level IT support.
• Desirable ITIL, Microsoft 365, and Microsoft Teams certifications.

Responsibilities

• Provide on-site IT support to executives and staff in the local office.
• Set up and configure devices for laptops and mobile devices; resolve software/hardware issues.
• Document activities in the ticketing system and communicate status changes.
• Diagnose and resolve hardware/software problems for all employees, prioritizing executive staff.
• Collaborate with IT team to escalate and resolve complex issues including LAN/WAN.
• Maintain audio/video conferencing systems and troubleshoot during meetings.
• Train executives and staff on AV/comms tools.
• Validate inventory and ensure necessary resources are available.
• Ensure security and compliance in system usage.
• Assist in data protection and backup procedures.
• Create documentation and user guides; drive process improvements.
• Approximately 10-25% travel.

Skills

Executive support

Troubleshooting

Communication

Independent work

Confidentiality

Interpersonal skills

Education

Associate Degree in IT

ITIL

Microsoft 365

Tools

Microsoft Teams

Ticketing system

Job description

Summary

We are seeking a highly skilled IT On-Site Support Engineer to provide technical expertise to our organization, with a strong emphasis on executive-level support and audio/video teleconferencing systems. In this role, you will play a crucial part in ensuring that our executives and associates have a flawless technology experience, especially in terms of communication and collaboration tools. Associate must provide top quality IT Support to all employees in the local office and other FirstBank personnel or clients that are working from or being supported by the team.

Essential Duties and Responsibilities

• Offer personalized and responsive IT support to C-level executives and other high-ranking personnel.
• Address executive-specific technology requirements, including the setup and configuration of devices (laptops, mobile devices), and the swift resolution of software and hardware issues.
• Provide responsive, timely support to all service requests and incidents. Document all activities and interactions in the ticketing system, communicating changes in status.
• Diagnose and resolve hardware and software problems for all employees, with a particular focus on rapid response times for executive staff.
• Coordinate and collaborate with the IT team to **escalate and resolve** complex technical issues, including LAN, WAN, and special application issues.
• Oversee and maintain audio and video conferencing systems, including troubleshooting any issues that may arise during meetings.
• Collaborate with external vendors for equipment configuration and maintenance.
• Provide training and guidance to executives and staff on the effective use of audio/video conferencing and collaboration tools.
• Perform maintenance activities to validate inventory of IT equipment and accessories, ensuring the availability of necessary resources.
• Ensure IT system usage and changes, including teleconferencing tools, adhere to security and compliance standards.
• Assist in implementing data protection and backup procedures.
• Create and maintain documentation for troubleshooting procedures, equipment setup, and user guides.
• Collaborate with the IT team and other departments to streamline technology-related processes and drive continuous improvements.
• Approximately 10-25% travel, some overnight travel is required.
• Other projects duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

Education and/or Experience

• Minimum Associate Degree in IT, or equivalent work experience.
• Proven experience in providing executive-level IT Support.
• Certification in relevant methodologies and technologies (e.g., ITIL, Microsoft 365, Microsoft Teams) is desirable.

Skills and Abilities

• Strong expertise in audio/video conferencing systems and tools (i.e., Microsoft Teams).
• Exceptional troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and prioritize tasks effectively.
• Ability to demonstrate the highest level of ethical behavior and confidentiality and maintain confidentiality with sensitive information.
• Respectful demeanor toward other associates and managers that promotes a positive and professional work environment.