Service Desk Analyst - Tier 1

ECI; Taguig; On-site; PHP 350,000 - 480,000; Full time

Job summary

ECI is seeking an enthusiastic, personable Service Desk Analyst to provide end-user desktop support across Windows, Exchange, and Office 365 environments. This onsite role in ECI BGC, Taguig requires working with a team to deliver world-class IT support for high-profile financial clients.

You will handle Level 1 and 2 tickets, with potential Tier 3 work, and will interface with security concepts, Azure services, and MDM solutions. Rotation may involve early hours aligned to UK/EMEA timings.

Qualifications

• Minimum 2 years of end user support.
• Microsoft Operating Systems: Windows 10/11; Microsoft Office 2010-2019; Office 365 installation and administration, configuration, troubleshooting.
• Hands-on experience with Azure, Intune, OneDrive, Exchange Online and SharePoint; some expertise in Azure services.
• Basic PowerShell experience (copy/paste).
• Android/iOS configuration, troubleshooting, potential MDM integration.
• Familiar with cybersecurity concepts: MFA, antivirus/anti-malware, firewall, web filtering.
• Basic Networking: TCP/IP, LAN/WAN, DHCP, DNS, DFS, Routing, Switching; security in Azure.
• Experience with hardware trouble-shooting (desktop/laptop/printer/mobile).
• Excellent communication and customer service; ability to explain technical info to non-technical people.
• Familiarity with file system support: permissions, sharing, backups and restores.
• Experience with service desk ticketing systems (ServiceNow, ConnectWise, Jira).
• Experience troubleshooting file and print services.

Responsibilities

• Provide Level 1 and 2 end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments.
• See the world through the eyes of the customer by delivering world class desktop support and end-user server administration; respond to Level 1 and 2 tickets; potential Tier 3 work with Senior Technician.
• Triage daily support incidents, desktop and light server troubleshooting, hardware and software installation, upgrades, and transformative projects.
• Execute daily midlevel to advanced infrastructure support incidents.
• Resolve incidents related to Mail/Office 365, connectivity, time-sensitive VIP workstation issues, file restores, remote access (Citrix/Terminal Services), password resets.
• Provide system maintenance including software and OS patching and version upgrades.
• Support Active Directory tasks: add/remove users, password resets, Group Policy.
• Interface with tools like RMM, MDM.
• Project work for Windows PCs/Servers, Azure/Microsoft 365, VMware/Cloud Migration Services.
• Create and administer user accounts on group technology systems.
• Work with IT teams to ensure swift ticket resolution and SLAs.
• Coordinate with third-party vendors for warranty service repair.

Skills

End user support

Windows OS

Office 365

Azure

Intune

OneDrive

SharePoint

Exchange Online

PowerShell (basic)

MDM

AD / Group Policy

Networking basics

Security concepts

Tools

ServiceNow

ConnectWise

Jira

RMM

MDM

Citrix

VMware

Azure

Office 365

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:

ECI is seeking an enthusiastic, personable, and qualified Service Desk Analyst with proficiency in a range of technologies and highly adept problem-solving skills to join our amazing team of Technologists. In this role, you will provide end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments. The successful Service Desk Analyst will “see the world through the eyes of the customer” delivering world class desktop support and end-user server administration for all client issues while responding to Level 1 and 2 service tickets in a fast-paced, dynamic environment. In addition, you will work shoulder to shoulder with an awesome team! Interfacing with high profile financial industry clients daily, you will provide unparalleled IT Support and Fully Managed Helpdesk Services. We're not just about fixing issues; we're about creating solutions!

This is an onsite role, reporting 5x a week in the ECI BGC, Taguig office. Rotating shift: early mornings / UK / EMEA hours and after hours.

What you will do:

• Provide Level 1 and 2 end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments.
• “See the world through the eyes of the customer” delivering world class desktop support for all client issues while responding to Level 1 and 2 service tickets. There is also the potential for Tier 3 support work in conjunction with a Senior Technician.
• Triage daily support incidents, desktop and light server troubleshooting, hardware and software installation, upgrades, and transformative projects.
• Action daily midlevel to advanced infrastructure support incidents
• 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 to name a few.

• Execute basic system maintenance including software and operating system patching and software version upgrades.

• Provide support of Active Directory such as add/remove users, password resets and Group Policy application.
• Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device Management (MDM)
• Project work for the installation C Support of Windows PCs C Servers, Azure C Microsoft 365, VMware C Cloud Migration Services.
• Creation and administration of user accounts on all group technology supported systems.
• Work closely with other IT teams to ensure swift ticket resolution and ensure Service level agreements (“SLAs”) are being met.
• Contact third-party vendors for warranty service repair.

Who you are:

• Minimum 2 years of end user support
• Microsoft Operating Systems such as Windows 10,11 Microsoft Office 2010-2019 along with Exceptional experience MS Office Suite including Office 365 installation and administration, configuration, and troubleshooting.

• Provide midlevel - advanced support and guidance to end-users on all aspects of Office 365 applications and services, including but not limited to Outlook, SharePoint, Teams, OneDrive, and Office Suite.
• Hands-on experience with Azure, Intune, OneDrive, Exchange online and SharePoint. With some expertise in Azure services.
• Basic PowerShell experience, e.g., copy/paste (not writing script)
• Android/iOS configuration, troubleshooting and potential integration with MDM solutions.
• Familiar with cyber-security concepts, e.g., Multi-Factor Authentication (MFA), Anti-virus/Anti-malware, Software Firewall, Web Filtering.
• Basic Networking: TCP/IP, LAN/WAN, DHCP, DNS, DFS, Routing, Switching and Firewalls. Along with understanding of networking concepts and security principles in Azure environments.
• Experience with hardware troubleshooting (desktop/laptop, printer, mobile device)
• Excellent communication and customer service skills with a strong ability to articulate technical information to non-technical people.
• Familiarity with file system support including permissions, sharing, backups and restores.
• Experience working a service desk ticketing system (ServiceNow, ConnectWise, Jira etc.)
• Experience troubleshooting file and print services.

Bonus points if you have:

• Familiarity of ITIL, and ITIL best practices within an IT operations environment
• Certifications in AZ900, M365 fundamentals, ITIL V4
• Experience with Managed Service Providers (MSP)
• Experience with Market Data vendors, such as Bloomberg, Reuters, Factset