Desktop Support 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:

ECI is seeking an L3 Desktop Support Engineer to serve as an escalation point to resolve client issues related to applications, operating systems, and networking. You will be assigned to ECI’s client base (Hedge Funds, Private Equity Firms) in the US, Europe, and APAC. In this role, you will be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Office 365, Network switching, VPNs, Firewalls, backup systems, and more. The more truly capable the Support Technician is in all these areas, the higher the utility value.

This is an onsite role, reporting 5x a week in the ECI BGC, Taguig office. Rotating shift: early mornings / UK / EMEA hours and after hours.

What you will do:

• Provide Tier 3 end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments.
• "See the world through the eyes of the customer” delivering world class desktop support for all client issues while responding to Tier 3 tickets.
• Triage daily advanced support incidents, desktop and light server troubleshooting, hardware and software installation, upgrades, and transformative projects.
• Action daily midlevel to advanced infrastructure support incidents
• Resolve incidents and requests related to, but not limited to the following: Mail Application/Office 365 issues, Client/Server Connectivity issues, Time Sensitive and VIP Workstation incidents, File Restores, Remote Access incidents (Citrix and Terminal Services), Password Resets to name a few.
• Execute basic system maintenance including software and operating system patching and software version upgrades.
• Provide support of Active Directory such as add/remove users, password resets and Group Policy application.
• Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device Management (MDM)
• Project work for the installation & Support of Windows PCs & Servers, Azure & Microsoft 365, VMware & Cloud Migration Services.
• Creation and administration of user accounts on all group technology supported systems.
• Work closely with other IT teams to ensure swift ticket resolution and ensure Service level agreements (“SLAs”) are being met.
  
  

Who you are:

• Minimum 4 years of end user support
• Microsoft Operating Systems such as Windows 7/8/10,11 Microsoft Office 2010-2019
• Exceptional MS Office Suite including Office 365 installation and administration, configuration, and troubleshooting.
• Hands-on experience with Azure, Intune, OneDrive, Exchange online and SharePoint.
• Basic PowerShell experience, e.g., copy/paste (not writing script)
• Android/iOS configuration, troubleshooting and potential integration with MDM solutions.
• Familiar with cyber-security concepts, e.g., Multi-Factor Authentication (MFA), Anti-virus/Anti-malware, Software Firewall, Web Filtering
• Basic Networking, FTP Requests, DFS, Cloud network, iBoss- duplicative below
• Intermediate knowledge of networking concepts: TCP/IP, LAN/WAN, DHCP, DNS, DFS, Routing, Switching and Firewalls
• Experience with hardware troubleshooting (desktop/laptop, printer, mobile device)
• Excellent communication and customer service skills with a strong ability to articulate technical information to non-technical people.
• Active Directory Administration including account creation, modification and password resets.
• Client VPN setup and troubleshooting
• Familiarity with file system support including permissions, sharing, backups and restores.
• Experience working a service desk ticketing system (ServiceNow, ConnectWise, Jira etc.)
• Citrix & VPN administration & troubleshooting
• Experience troubleshooting file and print services.
  
  

Bonus points if you have:

• Familiarity of ITIL, and ITIL best practices within an IT operations environment
• Certifications in AZ900, M365 fundamentals, ITIL V4
• Experience with Managed Service Providers (MSP)
• Experience with Market Data vendors like Bloomberg, Reuters, Factset
  
  

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 also offers a competitive compensation package 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!

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