Corporate Infrastructure 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:
We are seeking a L2 Technical Support Engineer * who will be responsible for delivering first class service, advice, and technical support to ECI employees, through the highest standards of customer service, efficiency, knowledge, and integrity. This includes daily support incidents, desktop and light server troubleshooting, hardware/software installation, and upgrades.

• Resolve incidents and requests related to, but not limited to the following: Office 365 applications, Office 365 services, Client/Server Connectivity issues, Time Sensitive and VIP Laptop incidents, Zoom Room assistance, OneDrive / VSS Shadow Copy File Restores, VPN Remote Access, Azure Virtual Desktop/Terminal Services Remote Access incidents, Password Resets, DUO MFA Assistance, Networked Printer Issues to name a few

• See the world through the eyes of the customer by setting client expectations appropriately throughout the troubleshooting process.
• Assist in the creation/updating of Endpoint Manager applications, configuration profiles, and asset report generation.
• Provide support, troubleshooting, and enforcement of Azure Active Directory/Active Directory user accounts, Group Policies, Endpoint Manager configuration/application profiles, and SaaS application sign ins/provisioning.
• Interface with common technology support tools such as Endpoint Manager/Intune, Auto Pilot laptop/desktop imaging, JIRA Service Management, Azure Portal, and the Office 365 portal

• Bachelor's degree in information technology related field, or 4+ years of equivalent combination of technical experience and education in the following:
  • Microsoft Office 365 (O365)
  • Azure
  • 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
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Willingness to learn. 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.

• Experience with Managed Service Providers (MSP)