Level III Software Support Engineer

Job Description

First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5 billion. We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

This position is responsible for handling second level support calls as well as maintaining Active Directory users and installing software and updates in a Citrix virtual server environment. In addition, this position performs troubleshooting, diagnostics, research, maintains support documentation, licensing and true-ups and requires excellent communication skills.

DUTIES & RESPONSIBILITIES:

• Perform problem determination and resolution on software and hardware.

• Troubleshoot network, Windows, and application software.

• Maintain Active Directory user groups for default printers, location changes, department changes, etc.

• Create and administer print servers, objects, and drivers for both inside and outside of the Citrix environment.

• Develop and demonstrate an understanding of the usage of core software products.

• Install, configure, update, and support software applications used by the Bank.

• Consult with users to determine software specifications as it relates to maintenance and delivery of new and existing software features and functionality.

• Evaluate and identify software to improve and enhance end user tasks and functions.

• Participate in identification and updating of corporate software policies and procedures.

• Develop and maintain software procedural support documentation.

  Perform installation and upgrades of new and existing software for client server applications.

• Perform Citrix Management Console functions.

• Shadow users within Citrix to expedite problem determination and resolution.

• Develop, document, test and maintain software scripts used for various hardware and software applications within the Citrix environment.

• Troubleshoot application issues within Citrix in addition to server application issues.

• Lead and manage projects within the Software Support area.

• Provide project lifecycle support including planning, implementation, documentation, leading meetings, change control, and end user post-project evaluation.

• Perform SQL Database administration, including installation and configuration of multiple SQL Server versions, as well as creation of database objects per project request.

• Proactively upgrade both operating systems and applications based on business or supportability requirements.

• Manage DVR administration and support for company-wide digital recording units.

• Re-mediate and administer anti-virus scan solution. Administer and create Citrix guest servers using virtual server management systems.

• Interact with vendors for new products, implementations, support/maintenance, licensing, and requests for product enhancements.

• Participate in ongoing patch/remediation activities.

• Conduct and complete additional assignments/projects as designated by management.

QUALIFICATIONS:

• College degree in Computer Science or equivalent required. MCSE certification a plus.

• Minimum six years of experience with Windows, PC and Server problem determination & resolution, configurations, upgrades, and minor software repairs on computers.

• Demonstrated proficiency in troubleshooting, root-cause analysis, application installation and implementing large components for enterprise projects.

• Proficient knowledge of Microsoft Office products and applicable databases.

• Significant experience with cloud applications such as M365 and of platform as a service such as Azure.

• Previous work experience on multiple large scale projects in a fast paced environment.

• Banking or Financial Services experience is a plus.

• Ability to relay technical information to both technical and non-technical personnel.

• Strong written/verbal communication skills, critical thinking and problem solving or troubleshooting skills.

• Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to tailor the message appropriately to the audience and situation effectively.

• Demonstrated ability to convey thoughts and ideas effectively and succinctly via written formats, including emails, letters, and electronic platforms. Maintain professional standards relating to spelling and grammar.

• Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry.

• Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.

• Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks.

• Extensive PC/Server skills including currently supported MS Windows operating systems, and M365.

• Strong familiarity with Active Directory, Group Policy administration and System Center is preferred.

• A basic understanding of current Citrix environments.

• Ability to install software applications and upgrades.

• Strong documentation skills.

• Occasional travel to other First American Bank locations to assist other branches, Bank functions, and training facilities required.

• Typical schedule is Monday through Friday 8:00 a.m. to 5:00 p.m.

• Saturday support rotation based upon department schedule. On call and after hours support is required.

• Additional hours may be required depending upon business need.

• Punctuality is required to maintain First American Bank’s customer service standards.