Field Services Engineer

ECI•New York, NY

2d•$80,000 - $90,000

About The Position

ECI is a global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations. The Field Services Engineer provides end-user desktop support to multiple users in Windows, Exchange, and Office 365 environments, as well as end-user server administration. The role responds to Level 1 and Level 2 service tickets, collaborates with the support team, escalates issues for guidance, and contacts third-party vendors for warranty service and repair.

Requirements

Excellent communication skills and the ability to explain technical information to non-technical people.
Strong prioritization skills and a customer-focused approach.
Bachelor’s degree in an Information Technology-related field, or an equivalent combination of technical experience and education with at least 3 years of experience.
Experience with Microsoft Office 365.
Experience with Microsoft operating systems, including Windows Server and Windows 10/11.
Experience installing and configuring computer hardware, operating systems, and applications.
Knowledge of Active Directory, including account creation, modification, and password resets.
Knowledge of Microsoft Office products, including Outlook, Excel, Word, PowerPoint, and SharePoint.
Experience setting up and troubleshooting client VPNs.
Understanding of email and spam technologies and how messaging flows through these systems.
Basic understanding of cybersecurity 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 the Microsoft 365 suite.

Nice To Haves

Experience with Managed Service Providers (MSP).
Experience with VMware.
Experience with Azure.

Responsibilities

Resolve Level 1 and Level 2 support cases and work orders related to end-user issues, physical and cloud infrastructure, and project tasks.
Set client expectations appropriately throughout the troubleshooting process.
Resolve incidents and requests involving mail applications and Office 365, client/server connectivity, time-sensitive and VIP workstation incidents, file restores, Citrix and Terminal Services remote access, password resets, and networked printers.
Perform basic system maintenance, including software and operating-system patching.
Provide Active Directory support, including adding and removing users, password resets, Group Policy application, and task scheduling.
Use common technology support tools, including Remote Monitoring and Management (RMM) and Mobile Device Management (MDM).
Escalate problems to the next level of support and contact third-party vendors for warranty service and repair.