Desktop Support Engineer

About ECI

ECI is a global managed services, cybersecurity, and business transformation provider focused on mid-market financial services firms. Its services are designed to improve stability, strengthen security, and enhance business performance so clients can stay focused on their core operations. The company supports more than 1,000 customers around the world, with those organizations collectively managing over $3 trillion in assets.

ECI places strong value on technology, purpose, and employee growth, with a culture built around connection—within teams, with clients, and across its global workforce.

Role overview

ECI is looking for an enthusiastic and capable Desktop Support Engineer with experience in Microsoft, Azure, and Office 365 environments. In this position, you will deliver end-user desktop support to users working in Windows, Exchange, and Office 365 ecosystems. The role also includes desktop support and end-user server administration, handling Level 1 and Level 2 support tickets, coordinating with senior support when issues need escalation, and working with third-party vendors for warranty-related repairs.

The role may support a dedicated flagship client or several clients in the London area.

Key responsibilities

• Handle Level 1 and Level 2 support requests and work orders involving end-user problems, physical infrastructure, cloud infrastructure, and project-related tasks.
• Communicate clearly with users and manage expectations throughout the troubleshooting process.
• Resolve incidents and service requests covering Office 365 and mail application issues, client/server connectivity, urgent VIP workstation problems, file restoration, remote access issues such as Citrix and Terminal Services, password resets, and network printer problems.
• Carry out routine system maintenance, including operating system and software patching, version upgrades, and critical updates.
• Support Active Directory administration tasks such as user additions and removals, password resets, Group Policy handling, and task scheduling.
• Work with support tools such as Remote Monitoring and Management platforms and Mobile Device Management systems.

Requirements

• Strong verbal and written communication skills, with the ability to explain technical matters to people without technical backgrounds.
• Good prioritization and customer-focused problem-solving skills.
• A bachelor’s degree in information technology or an equivalent combination of at least 3 years of technical experience and education.
• Working knowledge of Microsoft Office 365.
• Experience with Microsoft operating systems, including Windows Server and Windows 10/11.
• Ability to install and configure computer hardware, operating systems, and applications.
• Hands-on Active Directory experience, including account creation, updates, and password resets.
• Practical use of Microsoft Office tools such as Outlook, Excel, Word, PowerPoint, and SharePoint.
• Experience setting up and troubleshooting client VPN connections.
• Understanding of email and spam technologies and how messaging systems operate.
• Basic awareness of cybersecurity concepts such as multi-factor authentication.
• Hands-on experience supporting desktops, laptops, and servers.
• Knowledge of file system support, including permissions, sharing, backups, and restores.
• Exposure to cloud platforms such as the Microsoft 365 suite.
• Preferred experience with managed service providers, VMware, and Azure.

Additional information

This position is based in the London area and is offered as a full-time remote role.

ECI mentions a competitive compensation package and a strong team-oriented culture.

Tagline: “Love Your Job, Share Your Technology Passion, Create Your Future Here!”