Field Services Engineer

ECI•San Francisco, CA

62d

About The Position

The Field Services Engineer delivers first-class service, advice, and technical support to Eze Castle clients, maintaining high standards of customer service, efficiency, knowledge, and integrity. The role includes responding to daily support incidents; troubleshooting desktop and light server issues; installing, upgrading, and relocating hardware and software; and supporting clients both onsite and remotely. The engineer works directly with high-profile financial industry clients and must demonstrate strong presentation, communication, and professionalism. The position may involve a long-term engagement with a single client, business travel, and work beyond normal business hours when necessary.

Requirements

College diploma or university degree in Computer Science or a related field, or equivalent experience.
1–3 years of end-user support experience.
Exceptional written and oral communication skills.
Strong interpersonal skills, including rapport-building, listening, and questioning.
Willingness to learn.
Self-motivated and able to work in a fast-paced team environment.
Strong attention to detail and analytical and problem-solving abilities.
Effective time management when handling internal tasks and working with external vendors.
Experience deploying home networks, including Cable/DSL/FIOS modems, firewalls, hardware, and software VPN clients.
Basic understanding of TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls.
Experience reinstalling and troubleshooting operating systems and applications.
Knowledge of Microsoft Windows 7/8/10 and Microsoft Office 2010–2019.
Ability to configure and troubleshoot Android/iOS devices and potentially integrate them with MDM solutions.
Basic experience with public cloud technologies, especially Office 365.
Familiarity with cybersecurity concepts, including multifactor authentication, antivirus/antimalware, software firewalls, and web filtering.
Experience troubleshooting desktop/laptop computers, printers, and mobile-device hardware.
Ability to perform system patching and maintenance.
Ability to work independently with moderate supervision and under moderate noise levels.
Ability to adapt to multiple work pressures.
Ability to sit for extended periods and use hands and fingers to operate a keyboard, mouse, power tools, and computer components.
Ability to travel for business and work beyond normal business hours when necessary.

Nice To Haves

Financial industry experience, including hedge funds, private equity, or FoF.
Experience with Managed Service Providers.
Experience with market data vendors such as Bloomberg, Reuters, or FactSet.
Experience with Microsoft Server 2008 R2–2016.
Basic knowledge of email and spam troubleshooting.
Understanding of IaaS, VDI, and backup technologies.
Experience with virtualization software such as VMware vSphere or Hyper-V.
Experience administering Active Directory users and Exchange mailboxes.
Technical certifications.
Basic understanding of desktop imaging platforms.

Responsibilities

Provide technical service, advice, and support to clients onsite and through remote resources.
Handle daily support incidents and troubleshoot desktop and light server issues.
Install, upgrade, and relocate hardware and software.
Perform operating system and application installation and troubleshooting.
Configure and troubleshoot computers, printers, and mobile devices.
Perform system patching and maintenance.
Manage internal tasks and coordinate with external vendors.
Travel for business and work beyond normal business hours when necessary.
Lift and transport moderately heavy objects such as computers and peripherals.