Technical Support Engineer Remote Jobs in Rhode Island

This is a remote role that may only be hired in the following location(s): Arizona, North Carolina and Texas.

The Systems Engineer III role is an individual contributor within the Device Engineering team, part of the Digital Workplace Technology organization which drives the Bank’s end user platform. This engineer will be responsible for designing and delivering automation-driven desktop and endpoint management solutions supporting the Bank’s 20,000+ technology end users.

This role will have a strong focus on automation of key processes across the Digital Workplace ecosystem, including proactive health checks, system remediation, and reduction of manual operational tasks across endpoint platforms.  The Systems Engineer III will collaborate across teams to design and develop processes that can be utilized by the Engineering team as well as handed off to Operational partners to increase efficiency.  They will also work closely with managed services partners to assist with automation iitiatives.

The ideal candidate is a self-starter with excellent communication and collaboration skills and is well versed in modern endpoint management and automation-first engineering practices. Strong working knowledge of Microsoft Endpoint Configuration Manager, Intune, Group Policy Management, Windows Operating Systems, and scripting/automation frameworks is required.

The position is remote, however occasional travel to FCB Hub Locations will be required.

Design and Implementation:
Develop and design automated desktop management solutions, processes, and workflows to improve efficiency, scalability, and reliability. Create and maintain system documentation, automation runbooks, and reusable frameworks.

Automation & Optimization:
Identify opportunities to automate manual processes across endpoint management, including health monitoring, self-healing remediation, provisioning, and compliance enforcement. Build and maintain scripts and tools to streamline operations and improve user experience.

System Maintenance:
Monitor, maintain, and optimize desktop environments and solutions to ensure high availability, performance, security, and compliance. Leverage automation to proactively detect and resolve issues. Collaborate with internal and external partners and transition supportable solutions to operational teams.

Troubleshooting and Support:
Handle escalations, diagnose and resolve complex system and desktop issues. Provide technical support and training to IT Operations and Support personnel, with a focus on enabling automated resolution paths.

Our Technology Stack:

• Windows 11, MacOS
  • Microsoft Endpoint Manager Configuration Manager (MECM)
• Microsoft Intune MDM & MAM
  • JAMF cloud
  • Citrix running on ESX, AVS, and Azure Virtual Desktop
  • Lenovo laptops and desktop. Mac hardware
  • CyberArk EPM
  • Absolute Control
  • Nexthink

• DESKTOP COMPUTER OPERATING SYSTEMS – Contributes to the design, build, test, deployment, and automation of desktop operating system standards utilizing desktop management tools, scripting frameworks, and centralized directory policies. Continuously evaluates opportunities to reduce manual intervention through automation.
• AUTOMATION ENGINEERING – Designs and develops automation solutions for endpoint lifecycle management, including provisioning, patching, compliance, and remediation. Implements proactive health checks and self-healing mechanisms to improve system reliability and end user experience.
• MULTI-TIER AND CLOUD INFRASTRUCTURE – Contributes to the design, build, test, deployment, and automation of multi-tier on-premise and cloud-based solutions that deliver end user services. Ensures platform resiliency through scalable and automated approaches.
• CONFIGURATION MANAGEMENT – Contributes to the design and automation of configuration management systems to efficiently distribute operating system upgrades, patches, drivers, and software across a global network.
• TEAM PLAYER – Acts as a team player supporting peers, department management, and business unit leadership to fulfill operational service levels, department initiatives, and project deliverables. Champions an automation-first culture. Believes in and adopts a “70% agreement, 100% commitment” attitude.
• DOCUMENTATION – Contributes to high quality documentation including roadmaps, architectural designs, automation frameworks, and project plans. Builds and maintains procedures and runbooks that support a scalable and sustainable enterprise environment.
• AGILE WORK METHODS – Organizes work and continuous improvement ideas through Agile iterative planning and execution. Identifies opportunities to improve user experience, efficiency, regulatory compliance, and cost savings through automation.
• CHANGE MANAGEMENT – Learns and follows the bank’s change and release management processes, incorporating automation into safe and repeatable release practices.
• RISK MANAGEMENT – Understands and applies a risk-based approach to work prioritization and delivery. Evaluates automation solutions for risk and compliance impacts and articulates effectively with risk partners and leadership.
• SUBJECT MATTER EXPERT – Acts as an expert resource for multiple DWT technology stack components, with a strong emphasis on automation capabilities and tooling. Stays abreast of industry trends and emerging automation technologies.
• TECHNOLOGY SUPPORT – Acts as a Tier 3 support resource and assists lower-level support groups with resolving complex desktop issues. Focuses on eliminating recurring issues through automated solutions rather than manual fixes.

Bachelor's Degree and 6 years of experience in Systems engineer and systems programmer OR High School Diploma or GED and 10 years of experience in Systems engineer and systems programmer

Preferred Qualifications:

Skills/Experience

• 5+ years working with desktop operating systems management and infrastructure
• 3+ years performing desktop engineering in the financial industry
• Strong experience with PowerShell or equivalent scripting for automation
• Experience building automated workflows, health checks, and remediation solutions
• 1–3 years in an Agile delivery environment
• 1–3 years using Jira, Confluence, or Azure DevOps
• Familiarity with the FFIEC Architecture, Infrastructure, and Operations Book and applying regulatory requirements to technology operations

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Bachelor's Degree and 6 years of experience in Systems engineer and systems programmer OR High School Diploma or GED and 10 years of experience in Systems engineer and systems programmer

Preferred Qualifications:

Skills/Experience

• 5+ years working with desktop operating systems management and infrastructure
• 3+ years performing desktop engineering in the financial industry
• Strong experience with PowerShell or equivalent scripting for automation
• Experience building automated workflows, health checks, and remediation solutions
• 1–3 years in an Agile delivery environment
• 1–3 years using Jira, Confluence, or Azure DevOps
• Familiarity with the FFIEC Architecture, Infrastructure, and Operations Book and applying regulatory requirements to technology operations

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.