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