Field Services Engineer

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.

The Opportunity:

We are seeking an enthusiastic, personable, and qualified Field Services Engineer to join our amazing team! In this role, you will provide end-user desktop support to multiple users running Windows, Exchange, and Office 365 environments.

The Field Services Engineer will provide desktop support and end-user server administration for all client issues while responding to Level 1 and 2 service tickets. You will work shoulder to shoulder with an awesome team and escalate all problems to the next level of support for guidance as well as contact third-party vendors for warranty service repair.

In this onsite role, you will provide white glove technical support to our flagship clients onsite as needed, largely in the financial district, but occasionally in the South Bay, Presidio and other local areas

What you will do:

• Resolve level 1 and 2 support cases and work orders associated with end-user issues, physical and cloud infrastructure, and project related tasks
• See the world through the eyes of the customer by setting client expectations appropriately throughout the troubleshooting process
• Resolve incidents and requests related to, but not limited to the following: Office 365 applications, Office 365 services, Client/Server Connectivity issues, Time Sensitive and VIP Laptop incidents, Zoom Room assistance, OneDrive / VSS Shadow Copy File Restores, VPN Remote Access, Azure Virtual Desktop/Terminal Services Remote Access incidents, Password Resets, DUO MFA Assistance, Networked Printer Issues to name a few
• Assist in the creation/updating of EndPoint Manager applications, configuration profiles, and asset report generation
• Provide support, troubleshooting, and enforcement of Azure Active Directory/Active Directory user accounts, Group Policies, EndPoint Manager configuration/application profiles, and SaaS application sign ins/provisioning.
• Interface with common technology support tools such as EndPoint Manager/Intune, Auto Pilot laptop/desktop imaging, JIRA Service Management, Azure Portal, and the Office 365 portal

Who you are:

• Familiarity with M365 groups. This includes Mail enable security groups, Security groups, Microsoft 365 Groups/Teams Enabled Groups, and Distribution List
• Familiarity with managing User mailboxes, Shared mailboxes, Shared Calendars, and email tracing via the Exchange Portal.
• Familiarity with SSO / SAML in regards to both user provisioning and authentication
• Capable of learning day to day IT operations to allow for quick resolution of Tickets/Cases
• Willingness to learn new technology and their respective platforms to better service the client and grow your career
• Hands-on hardware experience with zoom rooms (conference rooms in general), printers, desktops, and laptops.
• Bachelor’s Degree in Information Technology related field, or 4+ years of equivalent combination of technical experience and education in the following:
• Microsoft Office 365 (O365)
• Microsoft Operating Systems such as Windows Server and Windows 10/11
• Installing and configuring computer hardware operating systems and applications
• Using existing MSP tools and scripts for Azure Active Directory/Active Directory user on boarding / off boarding
• Microsoft Office products including Outlook, Excel, Word, PowerPoint and SharePoint
• Client VPN setup and troubleshooting
• Understanding of e-mail and spam technologies, and how messaging flows through these systems
• Basic understanding of cyber-security concepts and technologies such as Multi-Factor Authentication (MFA), EndPoint Manager conditional access, searching email security logs for confirmation of SPAM/phishing emails, and assist with reviewing SIEM/SOC alerts
• Familiarity with file system support including permissions, sharing, backups and restores

Bonus points if you have:

• Experience with Managed Service Providers (MSP)
• Experience with Azure

ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI offers a competitive compensation package: the anticipated range for this role is $55K - $85K based upon location, experience, education/skill level, and includes flexible PTO, benefit eligibility the first of the month, 401K and so much more! If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!

Love Your Job, Share Your Technology Passion, Create Your Future Here!

#LI-Onsite

*ECI*