Field Services Engineer

Position Summary
The Field Services Engineer is responsible for delivering first class service, advice and technical support to Eze Castle clients, through the highest standards of customer service, efficiency, knowledge and integrity. This includes daily support incidents, desktop and light server troubleshooting, hardware/software installation, upgrades and relocations. The candidate will interface with high profile financial industry clients daily thus requiring the highest level of presentation, communication and professionalism.

Position Responsibilities:
Maintenance
o Maintains workstations and the programs running on them
o Contributes to knowledge base of support issues and resolutions
Troubleshooting
o Acts as an escalation point for ECI Support Desk to coordinate with internal resources and vendors in helping to diagnose and resolve issues in client's environments
Engages in self-directed continuous improvement and learning of various products:
o Investigates and follows both industry and ECI best practices and updates ECI standards
o Participates in scheduled team meetings
o Documents standards on the ECI Wiki

Position Requirements:
College diploma or University degree in the field of Computer Science or equivalent field and/or related experience with a minimum of 1-2 years of end user support
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Strong documentation skills
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self-motivated and directed
Sharp attention to detail
Proven analytical and problem solving abilities.
Capable of multitasking in a high pace environment, effectively and efficiently
Exceptional customer service orientation
Ability to demonstrate client sensitivity
Experience working in a team-oriented, collaborative environment
Outstanding client services skills
Ability to effectively prioritize and execute tasks in a high-pressure environment
Certifications with any of the technical requirements listed below strongly preferred

Technical Requirements:
Experience deploying home networks including Cable/DSL/FIOS modems, firewalls, hardware and software VPN clients
Understanding of networking concepts: TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls
Reinstalling Operating Systems and all appropriate drivers.
Microsoft Windows 7/8/10, Microsoft Office 2007-2016
Android/iOS/Windows Mobile/Blackberry configuration and troubleshooting.
MDM Solutions (XenMobile, Airwatch, MobileIron)
Virus and spyware removal
Troubleshooting Desktops/Laptops/Mobile devices/Printers/Fax Machines/Scanners/Copiers
Experience with various desktop imaging software like Acronis or Ghost

Preferred:
Financial industry experience (Hedge Funds Private Equity, FoF)
Experience with Market Data vendors like Bloomberg, Reuters, Factset
Experience with Quickbooks
Email and spam troubleshooting
Office 365, Amazon AWS, SaaS, cloud technologies
Understanding of IaaS, VDI and backup technologies
Experience with virtualization software such as VMWare vSphere or Hyper-V
Administering Active Directory Users/Exchange mailboxes
MCP/MTA/MCITP certification

Work Conditions:
Ability to work in an independent environment with moderate supervision
Ability to work under a moderate noise level (i.e. working on an open floor with printers, telephones, and computers)
Overtime may be required to meet project deadlines (including late nights and weekends)
Ability to travel for business and work beyond normal business hours when necessary
Ability to be flexible and successfully respond to multiple work pressures
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
Lifting and transporting of moderately heavy objects, such as computers and peripherals

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.