Field Services Engineer

Eze Castle Integration•Boston, MA

45d•$90,000•Onsite

About The Position

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 may be designated to one or more of our flagship clients. This position requires travel between client sites within the Greater Boston area and surrounding regions. Support work includes: User desktop support - Requests and Incidents Effectively escalating to senior IT team members at Moore Walking the trading desk floor to assist traders with IT requests/issues RCA Work when not on user support tickets Knowledge and experience working with the above technologies and able to troubleshoot issues by reviewing/analyzing logs and event viewer processes

Requirements

Excellent communication skills with a strong ability to articulate technical information to non-technical people. Jargon need not apply here!
Excellent prioritization skills and an ability to see the world through the eyes of the customer
Bachelor's Degree in Information Technology related field, or 3+ 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
Active Directory including account creation, modification and password resets
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)
Hands-on hardware experience with desktops, laptops, and servers
Familiarity with file system support including permissions, sharing, backups and restores
Experience with cloud platforms such as Microsoft 365 suite
Hybrid Cloud
AD & DCs
Online Exchange O365 and Onprem Exchange server
Windows 10 and 11 desktop/laptop

Nice To Haves

Experience with Managed Service Providers (MSP)
Experience with VM Ware
Experience with Azure

Responsibilities

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: 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, Networked Printer Issues to name a few
Execute basic system maintenance including software and operating system patching, software version upgrades and critical patch applications
Provide support of Active Directory such as add/remove users, password resets, Group Policy application, task scheduling
Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device Management (MDM)
Occasional travel within the tri-state area as needed.