Senior Service Desk Analyst (Tier 3)

About the role

ECI is looking for an enthusiastic Senior Service Desk Analyst (Tier 3) to provide end‑user desktop support across multiple locations. You will work on Windows, Exchange and Office 365 environments, handling Level 1‑2 tickets and collaborating with senior technicians to resolve complex issues.

Key responsibilities

• Provide Level 3 desktop support for Windows, Exchange and Office 365 users.
• Triage and resolve daily support incidents, including hardware, software and light server troubleshooting.
• Perform system maintenance such as OS patching, software upgrades and Active Directory user management.
• Utilize RMM and MDM tools for remote monitoring, device configuration and warranty coordination.
• Participate in projects involving Windows PCs, Azure, Microsoft 365, VMware and cloud migrations.

Required profile

• Minimum 2 years of end‑user support experience.
• Strong knowledge of Windows 10/11, Microsoft Office 2010‑2019 and Office 365 administration.
• Hands‑on experience with Azure, Intune, Exchange Online and SharePoint.
• Basic PowerShell usage and Android/iOS device configuration.
• Familiarity with cybersecurity concepts such as MFA, anti‑malware and web filtering.

Required skills

• Windows 10, Windows 11
• Microsoft Office 2010‑2019, Office 365
• Exchange Online, SharePoint, Teams, OneDrive
• Azure, Intune, PowerShell (basic)
• Active Directory, Group Policy
• RMM, MDM, VMware, Cloud migration tools
• TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching, Firewalls
• ServiceNow, ConnectWise, Jira ticketing systems

What we offer

• Competitive compensation package.
• Separate sick leave and vacation leave.
• Health benefits, life and accident insurance.