Client Services Engineer

Role Title: Service Desk Analyst Reports To: Manager/ SupervisorLevel (Jr./Sr.): Mid-LevelDivision: ServiceSub-Division: Service DeskPosition SummaryThe Service Desk Analyst 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 working daily advanced support incidents and requests focusing on desktop and light server troubleshooting, hardware/software installation from our Remote Service Desk. The candidate will interface with high profile financial industry clients daily thus requiring the highest level of presentation, communication and professionalism.Position RequirementsThe ideal candidate is responsible for providing our clients with ‘best in class’ service for any and all desktop-related issues they may have. The Service Desk Analyst will be supporting clients remotely over the phone and utilizing remote connection tools from one of the ECI offices Maintain a high level of customer satisfaction from work performedMaintain a high level of communication both written and verbal, which includes service ticket ownership to ensure issues are resolved in their entirety, and the end user is satisfiedExperienced in resolving end user incidents and requestsCommunicate and collaborate with Service Desk escalation technicians and engineers to solve Document time and notes in each service ticket as the work is happening. Work with and follow up with vendors and partners concerning their product and service issuesUsing a strong attention to detail, identify opportunities for improvement the client experience to reduce support callsBuild rapport and elicit issue details from end usersTroubleshoot and resolves issues following ECI standards and industry best practicesIdentify issues that should be recorded in a global and client specific knowledgebasePerform other duties as assignedMaintain an ambitious attitude towards learning and training for products both ECI specific and industry wide.Technical RequirementsExceptional Windows 8,10 Operating System troubleshooting and configurationExceptional MS Office Suite including Office 365 installation and administration, configuration, and troubleshooting required Active Directory AdministrationExperience working a service desk ticketing system (ConnectWise, Jira etc)Exceptional NTFS Administration requiredCitrix & VPN administration & troubleshooting requiredExperience troubleshooting Microsoft Distributed Name Space (DFS)Experience troubleshooting Group Policies, DNSExperience troubleshooting file and print servicesDesktop software installation, configuration, and troubleshootingStrong MDM Support and administration required Experience with Avaya voice administrationExperience with Enterprise Antivirus and Spyware softwaremacOS experience a plusPosition RequirementsCollege diploma or University degree in the field of Computer Science or equivalent2-3 years working in a support, service, or Tier 2 service desk roleExceptional customer service orientationExperience working in a team-oriented, collaborative environment.Knowledge of financial business level technologiesExceptional written and oral communication skillsStrong documentation skillsDemonstrated empathy skillsAbility to absorb and retain information quicklyAbility to present ideas in user-friendly languageHighly self-motivated and directedSharp attention to detailProven analytical and problem-solving abilitiesCapable of Multitasking in a high pace environment, effectively and efficiently.Ability to effectively prioritize and execute tasks in a high-pressure environmentWorking Conditions Ability to work under a moderate noise level (i.e., working on an open floor with printers, telephones, and computers; or working in a datacenter)Ability to be flexible and successfully respond to multiple work pressuresWilling to work extra hours as needed; including late nights and weekendsSitting or standing for extended periods of timeDexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components