Modern Workforce Technology Engineer II

Position Summary

At The Bancorp, we’ve spent more than 25 years driving innovation in the financial services industry. We combine technology, expertise, and a forward-looking approach to deliver creative, real-world solutions. We work side by side with our partners to help them grow and innovate with confidence.

Key Responsibilities

• Serves as both the initial point of contact and second-level support for end-user requests received through multiple engagement channels, including incoming phone calls, chat, email, web portal, walk-up support, and ITSM tools such as ServiceNow.
• Responds to, evaluates, and processes individual or large-scale escalations through defined processes.
• Provides end-to-end new hire and termination services including shipping and/or deploying the PC and corresponding peripherals as required, meeting defined SLAs and procedures.
• Accountable for access provisioning services across a variety of platforms, following strict controls and procedures.
• Identifies and escalates gaps or opportunities in processes and controls to increase the reliability, security, and convenience of the end-user platforms.
• Develops documentation and cross-trains technical support teams to maintain newly created approaches and processes.
• Assists with creation, modification, and pushing software packages and group policies designed to improve consistencies, reduce service requests, leverage automation, and improve security.
• Fulfills minor hardware repairs including hard drive replacements, RAM swaps, and clearing print jams.
• Facilitates complex repairs with third parties, as required.
• Assists with video conference events as defined by the organizer/lead.
• Assists the network support team with setup, maintenance, and troubleshooting of various parts of the network.

Qualification Requirements

• An undergraduate degree in a related field and/or an equivalent combination of training and experience.
• 3 years of experience working in a technical support capacity in an enterprise environment.
• Hardware or manufacturer certifications a plus.
• Experience supporting a mix of local and remote users in a process-driven environment.
• Excellent verbal, written, and interpersonal communication skills.
• Excellent customer service skills with a high level of customer focus and motivation.
• Comfortable working in front of and/or presenting to large audiences.
• Experience with troubleshooting technical issues.
• Experience using ServiceNow or a similar ITSM platform to search, update, route, escalate, and close incidents and service requests.
• Experience using approved AI-enabled tools, such as Microsoft Copilot, ChatGPT, Claude, or similar technologies, to support troubleshooting, documentation, knowledge searches, and communication drafting while following company policies and data protection standards.
• Experience with enterprise technologies such as Active Directory and Office 365.
• Knowledge of Apple operating systems is a plus.
• Experience with Mobile Device Management is a plus.
• Able to prioritize and organize efficiently.
• A team player, able to work effectively in a team-fostered, multi-tasking environment.
• Off-hours support using a rotating on-call schedule.