Regional Desktop Support Engineer

ECI•Milwaukee, WI

19h•$65,000•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. This role is onsite daily in Milwaukee WI The Opportunity: ECI is seeking a dynamic and customer-focused Regional Desktop Support Engineer to join our team. This onsite role is responsible for delivering exceptional technical support both at client locations and remotely from the ECI office. The ideal candidate will resolve desktop-level incidents, troubleshoot technical issues, and ensure a seamless and positive client experience. As a key member of the Field Services team, you will engage daily with high-profile clients, requiring excellent communication skills, technical expertise, and a high degree of professionalism. Support will be delivered through phone, remote access tools, and onsite visits, with a strong focus on upholding technical excellence and ensuring client satisfaction. This role is onsite in Milwaukee, WI.

Requirements

Bachelor’s degree in information technology or equivalent technical experience and certifications.
Knowledge of MFA, MDM, VPN, Tier 1 Desktop support and Windows 10/11.
Strong customer service orientation with excellent communication and documentation skills.
Proven ability to work effectively in a collaborative, team-based environment.
Strong analytical and problem-solving skills.
Self-motivated, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
Ability to perform under pressure and manage time effectively.
Ability to work effectively in a manufacturing environment, including exposure to dust, debris, and elevated noise levels
Ability to consistently wear required PPE: hearing protection, eye protection, and steel-toed footwear
Ability to learn and apply safety and operational procedures through provided training

Nice To Haves

Experience supporting technologies in financial services is a plus.

Responsibilities

Deliver technical support through phone, remote tools, and onsite visits, ensuring timely issue resolution and clear communication.
Troubleshoot and resolve Level 1 and 2 support issues, including but not limited to: Azure AVD / Windows 365, Azure Cloud, Networking fundamentals, Citrix, DNS, Microsoft 365 (AIP, Conditional Access, Intune, Exchange Online, SharePoint Online), Windows Server (Roles & Features), Proofpoint Essentials, PowerShell, macOS and Mobile devices
Troubleshoot and resolve Level 1 to 3 support issues for: Microsoft Azure Active Directory & Windows 10 & 11
Participate in a structured training program to enhance technical proficiency across all supported technologies with opportunities to pursue certifications such as: Microsoft Azure Fundamentals, Microsoft 365 Fundamentals, Microsoft 365 Endpoint Administrator Associate, CompTIA, Cisco
Manage service tickets with accuracy and efficiency, ensuring thorough documentation and user communication.
Build and maintain strong client relationships, set realistic expectations, and deliver solutions that enhance system performance.
Coordinate with third-party vendors for warranty services and escalate complex issues as needed.
Adhere to ECI’s standards and industry’s best practices for troubleshooting and client service.
Identify and recommend process improvements to enhance service delivery and reduce recurring issues.
Ability to perform daily facility compliance checks, such as ensuring doors are locked and sensitive paperwork is properly secured