Field Services Engineer

ECI; Greater London; On-site; GBP 35,000 - 55,000; Full time

Job summary

ECI is seeking a Field Services Engineer to deliver end-user desktop support for Windows, Exchange and Office 365. You will handle Level 1–2 tickets, manage AD user tasks, and coordinate with vendors for warranty service while supporting multiple clients in London.

The role requires strong communication, problem solving, and a customer-focused approach, with exposure to MSP environments and cloud platforms like Microsoft 365.

Qualifications

• Bachelor’s degree in information technology or equivalent combination of education and experience.
• Experience with Microsoft O365 environment is required.
• Strong knowledge of Windows OS, Active Directory and password resets.
• Familiarity with network basics and remote access technologies.

Responsibilities

• Resolve Level 1–2 support cases for end-user issues and related tasks.
• Provide desktop support for Windows, Exchange and Office 365 environments.
• Escalate complex issues and coordinate with vendors for warranty service.
• Assist with Active Directory tasks such as user management and password resets.
• Support client servers and collaborate with the team to improve service delivery.

Skills

Communication skills

Prioritization

Customer empathy

Problem solving

Time management

Education

Bachelor’s degree in information technology

Tools

Office 365

Windows Server

Windows 10/11

Active Directory

VPN

SharePoint

RMM/MDM tools

Job description

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 an enthusiastic, personable, and qualified Field Services Engineer - Microsoft, Azure, O365 to join our amazing team! In this role, you will provide end-user desktop support to multiple users running Windows, Exchange and Office 365 environments.

The Field Services Engineer - Microsoft, Azure, O365 will provide desktop support and end-user server administration for all client issues while responding to Level 1 and 2 service tickets. You will work shoulder to shoulder with an awesome team and elevate all problems to the next level of support for guidance as well as contact third-party vendors for warranty service repair.

In this role, you may be dedicated to one of our flagship clients or support multiple clients in London.

What you will do

• Resolve level 1 and 2 support cases and work orders associated with end-user issues, physical and cloud infrastructure, and project related tasks.
• See the world through the eyes of the customer by setting client expectations appropriately throughout the troubleshooting process.
• Resolve incidents and requests related to, but not limited to the following: Mail Application/Office 365 issues, Client/Server Connectivity issues, Time Sensitive and VIP Workstation incidents, File Restores, Remote Access incidents (Citrix and Terminal Services), Password Resets, Networked Printer Issues to name a few.
• Execute basic system maintenance including software and operating system patching, software version upgrades and critical patch applications.
• Provide support of Active Directory such as add/remove users, password resets, Group Policy application, task scheduling.
• Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device Management (MDM)

Who you are

• Excellent communication skills with a strong ability to articulate technical information to non-technical people. Jargon need not apply here!
• Excellent prioritization skills and an ability to see the world through the eyes of the customer.
• Bachelor’s degree in information technology related field, or 3+ years of equivalent combination of technical experience and education in the following:
• Microsoft Office 365 (O365)
• 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
• 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

Bonus points if you have

• Experience with Managed Service Providers (MSP)
• Experience with VM Ware
• Experience with Azure

ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI offers a competitive compensation package and so much more!